Customer Service Benefits

Business key As Barry Huff the president, glory foods (Columbus, OH) said:” we believe it is our job to respond to customers who reach out to us.” Customer service is a strategy to reach people by focusing on their expectations. Based on understanding and concentrating on customer needs, to satisfy their expectation. For example, if customer expects a quick response to inquire information and communication systems are required (Wagenheim, G. D., & Reurink, J. H. (1991)). Although each customer is unique, carry his own idea, information, responses, problem resolution and delivery. Therefore, that’s the role of customer service achieve the goal of each member. What is the benefit of customer service and what are the different and benefits of

Employee becomes more flexible and motivated to work in the company. Employee will be loyal to the company and active. Increase productivity, fewer accidents these factors make company proud from company person. Furthermore, the organization image will be improved e.g. when dealing with customers. Also, when the employee is fully trained decrease waste and makes the company name rise up more and more. As we see before the benefit of training and development we will see the drawbacks of them. Huge amount of money is spent to train the staff to perform well for the business growth (anon, (n.d)), someone has to be paid to do the training either externally or internally. In plus, work time is lost when staffs are being trained. Once the employee is fully trained he may leave the company and go to another that pays more. Routine of training and development may play a negative role for employee that might leave the work due to

Therefore, company should gather customer information about customer satisfaction so the company can measure the efficiency with regard to customer service (Heskett, J. L., & Schlesinger, L. A. (1994). One way to receive customer information and satisfaction is to receive a letter or e-mail let him/her explains if they like or dislike the product or service. Then, the company will read the information and try to either correct the error (complain) or to stay at this level of quality and service that they like. Second way to gather information is to active communication with call center, check product-return centers, conduct surveys, and send out questionnaires…. Survey is the best way to gather information for customers. This is because it provides immediate, up-to-date feedback. We start to make survey when we know already the wants and needs of customers. Moreover, it provides an initial benchmark, make changes according to the researches…. For example, how satisfied are XXX Ltd overall? High-level questions are included in this survey to know the level of satisfaction of customers. What is your overall satisfaction with XXX Ltd? How likely or unlikely are you to buy from XXX Ltd? How likely or unlikely would you be to recommend XXX Ltd to a friend or colleague? After the survey, the company will receive a statistical data show the result of customers if they are satisfied or