Trying to figure out, "how to assess proper customer service really is" has been a bit of a problem. The problem consist that even after all the experience I have, I can truly not tell you what the real core elements of excellent customer service is. This is due to variations of well elements. Every individual within the customer care industry has his or her own manner to deal with cutomers. The problem here is that one has to think like a customer and acknowledge what the needs really are.
Even just googling customer care key elements; can give you any where from 3 to 10 supposed key elements. Yet, looking and reading over some of this assesments about what truly good customer service really is does differ. Remembering back to some situations I have dealt with I can truly array and entwine something simple a customer truly looks for. To me there are truly only 3 elements that make up good customer service.
These are:
CARING-Every customer is at your industry because it needs and wants; what you are producing. Caring for the customer can range anywhere from a simple smile to answering their queries, no matter if you truly dont know.
CONSITION-This is one of the elements that differs from company to company, and as such it can make anyone get into trouble. There has to be a consized manner to answer customer queries and or finding information for the customer that the business approves of. The approval of the company on how this is carried out is important because there is an image that needs to be protected and a respect to every business just as every customer the business has. A consised plan can help you out care care for the customer and avoid PR mayhems.
COMPREHENTION-There must be as a foreground the understanding/comprehention, that the customer is there not because he ahs to but because he wishes to. The image of the company must be protected and caring for the company's customer too; yet the company needs your understanding that they exist to make a profit, and it must be understood that every customer has different needs depending on different variables of their lives.
Looking into these elements, I truly believe these are the main elements of what customer care really is and as such I will acess the grocery industry this weekend here in the imperial valley. I believe it should be interesting and quite frankly a bit of fun.
Monday, March 1, 2010
Imperial valley Cstomer Service
Throughout the years, as a starting professional; I've always heard that customer care and the Imperial Valley are unknown to each other like pancakes with ketchup. Yes, it may sound a bit odd but as it is said by many, "don't knock it until you try it". Personally, I've been involved in quite a few industries outside of the valley, as well as, some within the valley. Such Industries, to name a few, expand from the hospitality, non-profit organizations, grocers and even the pharmaceutical corporation.
The problem is that as a previous hospitality professional and customer care affiliate for almost 4 years within the hospitality industry, I acquired an understanding for both the company’s side of things, as well as, the customers side or rather "rants". Like any other individual, the understanding of a rant with a customer service representative can get me different things; either a discount (unknown to many other customers), an exchange of some sorts, and even free tickets to events. My understanding of these simple yet complex situations have let me into other industries with open arms, and as such back in the Imperial Valley. From which I've not only seen PR may hems waiting to happen but also a constant discontent from customers in different industries. More and more this seems too happened and for my discontent even the chambers of commerce from the Imperial Valley don’t seem to really know who award properly for customer care satisfaction. So as a professional specializing in customer care, I'm going to run my own little experiments in different industries within the valley. There are over 50 main industries that need to be reviewed and over 500 businesses within these industries; and quite frankly I'd like to start with the grocery industry. During the following week I will come up with a way to scale this industry in the valley, as well as, actually caring the assessment myself.
The problem is that as a previous hospitality professional and customer care affiliate for almost 4 years within the hospitality industry, I acquired an understanding for both the company’s side of things, as well as, the customers side or rather "rants". Like any other individual, the understanding of a rant with a customer service representative can get me different things; either a discount (unknown to many other customers), an exchange of some sorts, and even free tickets to events. My understanding of these simple yet complex situations have let me into other industries with open arms, and as such back in the Imperial Valley. From which I've not only seen PR may hems waiting to happen but also a constant discontent from customers in different industries. More and more this seems too happened and for my discontent even the chambers of commerce from the Imperial Valley don’t seem to really know who award properly for customer care satisfaction. So as a professional specializing in customer care, I'm going to run my own little experiments in different industries within the valley. There are over 50 main industries that need to be reviewed and over 500 businesses within these industries; and quite frankly I'd like to start with the grocery industry. During the following week I will come up with a way to scale this industry in the valley, as well as, actually caring the assessment myself.
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