To Tier or Not to Tier
To tier or not to tier is a question that many companies have been faced with when considering how to provide customer service to repeat versus one time customers. A “Tiered service system is a concept that understands customer service to be fundamentally inter-related with a customer’s actual or potential value as a consumer.”(Gibson, 2012) I will attempt to explain the reasons not to implement a tiered customer service system, throughout this essay.
Any customer is of value to a business, so why should one be treated differently from another? If I were a business owner I would not create a tiered customer service. First and foremost as a business owner I would value and show appreciation no matter what amount of money
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Furthermore, a tiered customer service plan may cause conflict among customers. It is important to treat all customers equally, to maintain good moral. A successful customer service will focus on constantly increasing customer satisfaction. In addition, while increasing satisfaction, no matter how little or how much a customer spends the reputation of the company will rely on “word of mouth”. . “As customers, we know how we respond to poor service: We go elsewhere, and we often tell our friends and colleagues to do the same.” (Goodman, 2009) Therefore, encouraging customers to participate in customer feedback survey’s will help to build a great rapport, enforcing the value that each customer brings to the company. Retention, of unhappy customers can help a company to build a reputation of a company that makes all of its customers feel equally important. There are entirely too many issues with tiered customer service and many companies are abandoning them. Many companies are turning to a collaborative system. Agents are more knowledgeable and the severity of their issue is determined quickly and they are connected to the agent that can better assist them. The use of the social network has the ability to bring in product management teams quickly. All things considered, each and every customer is important …show more content…
First and foremost, the ability to listen to a customer is the most important critical skill, because we must listen to uncover the issue. Give your attention to the customer and even repeat something they said to let them know you are listening. In addition, the customer will not become irritable if you are genuinely listening. Second, the use of proper language, such as enunciating your words properly, because it is important that your customer understand each and every word you are saying. A customer service representative must never use slang. Geer your language to the customer and do not use difficult words that your customer does not understand. Get on their level. Third, Volume and Tone, is very important to servicing your customer. You must be one volume higher than your customer in order to gain and maintain call control. Be sure to use a pleasant, friendly voice while speaking with your customers. If one should use a monotone voice then the customer will feel that you are disconnected and not interested in helping to fix the problem. Fourth, is flexibility, which will include catering to a customer that may need an extension for a payment. Many customer service agent will have to get approval to extend payment dates and loan renewals, therefore, ask permission to
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
As a CSR, it has been my mission to provide customers with the individual attention that they deserve. In regards to the tiered service plan that has been proposed, this would be beneficial for the company now and over the upcoming years. We should still give all of the customers the same friendly attention that they deserve, yet the more valuable the customer is, the more individual attention they should receive. Whether we like to admit it or not we are dependent on the customers and the customers that provide increased sales for this company, should receive special attention. The tiered system approach is nothing that will be obvious to the one time customer, as they should receive the same treatment that all other one time customers receive.
At [company name], customer satisfaction is something that we take very seriously and would never compromise under any circumstances. Unfortunately, sometimes unavoidable mistakes happen. In such rare cases, a satisfactory solution is always in place and preventable measures are introduced.
When i started here i thought that customer service was purely an employee doing their best to satisfy a customers needs and wants. Now that i am a little over half way through this part of my schooling, i have come to realize that customer service is so much more than just providing the service nesseccary to move the customer along. Communication, building rapport, and giving feedback are just a few of the things that have changed the way i see customer service forever. It is imperrative that you communicate thorough eye contact, body language and vocal
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
The customer services styles are quite important when it comes to the direct dealing with customers. Besides the products or services that are being offered to the customers by the organization you are working for, the way in which the sales persons represent those products and services to the customers play a major role in the satisfaction of the customers. The customers often seek polite, genuine and helpful response from the customer service representatives and for that purpose the customer service representatives adapt different customer service styles depending on the priorities of the customers.
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
Customer satisfaction is a key ingredient to the success of any business.It is the most important factor that creates repeated customers. Some people know it but do not realize its importance. If a customer of yours is satisfied with one of your products or services, chances are this customer will purchase more of your products or services, which will increase your revenue. Therefore, in order to have your new or existing customers buy more from you, you will have to follow techniques that work. Customer satisfaction takes a very important place in Marketing. As much as you think that your marketing strategies should help you generate sales, think about how the same marketing strategies could help you achieve Customer satisfaction. There are a lot of elements involved with Customer satisfaction.
Customer service by definition is the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business (Lucas, 2012, pg.7). In other words, it’s making the customer pleased so that they keep doing business with you all while making sure that the employees get along and work together well. In every business there is a form of customer service. Unfortunately, it is not always excellent or even decent. Some businesses just either don’t care or possibly just don’t have the training to deal with some of the obstacles that come with dealing with customers on a daily basis. I’ve been in the restaurant business for over 13 years and I can tell you that there are skills that some are born with and others need training on, yet either way they should be used whenever interacting with customers.
With the dilemma stated, the management question would be how do we increase customer satisfaction? Research questions, which are the objective of the research study, would include – what can management do to improve customer satisfaction, how is employee attitude and motivation connected to customer satisfaction, should we add employee incentives to reward increased customer service ratings, and should we modify hiring and training procedures?
This essay will explain what is meant by excellent customer service, outline an excellent customer service structure and give ways in which it can be maintained. It will also state the impotence of customer service to a business or entity.