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Customer Service Is Not A Gimmick
Customer Service is a business strategy that has been grossly under-valued by most organizations. Yes, they do invest in the required resources such as training and advertising but lose appreciation of the fundamental fact that customer service translates to profits. Most of the time, Customer Service is seen as a slogan, campaign,gimmick or an attraction that is good for public relations purposes. Accordingly, it is often a seasonal, short term or superficial initiative that lacks real purpose and meaning. Real Customer Service needs careful planning and execution. It has to be a structured program encompassing all aspects of customer service ranging from people to systems. The program must include a study and analysis of customers and their needs in relation to a particular market,industry,service or organization. Who are the customers? What are their needs and expectations? What do we have to do to meet their requirements? These are but only some of the most essential considerations. Customer Service and its value can only be truly understood when organizations realize that good customer service is about sustaining and growing the business. Sadly, it is not and that is the reason for the sorry state of customer service in terms of delivery in most organizations and businesses.
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Contributor's Note
I have been in Customer Service for about 34 years and have experienced how it has been misunderstood and under-valued. Most companies just make a show of it. Promise and delivery are often poles apart.
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customer service is about people
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May, 2012
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