Customer Service Management
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Customer Service Management
In customer service management, service quality and customer satisfaction are the primary concerns. Keep in mind that the high cost of products is nothing compared to the premium quality and satisfaction that it brings to the customer. The real value and good performance of the product makes the customer happy and satisfied. And, quality involves some major traits that makes particular product or brand exceptional over the other if there is care, passion of producing the product, pride of their products, people are consistent of their performance, as well as eyeball contact and reaction takes place on the customer's part. All these traits leave an important message to the customers that perfection and endless improvements are done just to maintain the quality of service the company renders to the customers. Additionally, customer service management involves profit, goods and production management, at the same time working people are customer focused, employees involvement for excellent performance is very strong. In addition to that, continuous desire for improvement is always sought by the company. In relation to this, quality department has a distinctive function and great responsibility to analyze and determine deviations, reduce variations by thorough inspection and tries to conform to predetermined standards.
Furthermore, quality management service is part of International Standard for Standardization (ISO) requirement of every organization in customer service management. And, ISO has (8) eight principles that an organization must meet in order their products to pass in the international standardization. First and foremost, the company must have customer focus. Secondly, it should have continual improvement policy. Third, organization required to have a factual approach to decision making. Fourth, it must have the capabilities to build mutual and beneficial supplier relationships service quality, so as customer satisfaction. If the company has possessed all this customer service principles, a longer-term profitability comes in, as well as good customer contact and relationship will last for long. Along with this, certainly, different distribution channels will be broadening. Naturally, this cannot be achieved without proper and intensive training involved for the entire workforce, especially in the production department. Other characteristics of good customer service management is the organization must have specific goals and objectives. Also, people in the organization should have common goals and objectives too. Conflicts arise due to residual concept differences among employees. Lack of mutual agreement between the workforce and the management results to sales decline and eventually lead to total financial loss in the business. In similar way, lack of agreement of means only heads off to business endless conflicts and problems that can be prevented earlier through having smart premises relationships with the employees, suppliers and especially with the customers. Remember that employees are the most valuable asset of any organization, and whatever success that a company is enjoying at any point in time, it owes to the working people in the organization. Therefore, employees should be treated fairly, as well as they must be compensated well, in accordance with their skills and job performance and number of years in the company. http://searchcrm.techtarget.com/definition/CRM
Moreover, paying high salaries legislation, as well as adapting the most modern technology in the industry, so as to continuous education and training for the entire workforce lead to efficient and effective customer service management. Other than those mentioned above, there are other characteristics in measuring product quality and service performance of an organization. First important thing is the company should comply to the ownership and title law by the government. Then, the inspection of high-standard machinery and facilities must be given primary concern. Determining & implementing physical labor specifications by the management. Comparatively, various companies are leading over the other because they have the ability to meet customers’ expectations. For customers judge quality of products and services through comparing their expectations with the representations and personal experiences they have with the products and services of the company. Evaluation of the customers greatly depends on what they perceive on the products, based on their experience, expertise to evaluate them, and how it is being processed and delivered to them. Customer's evaluation largely depends on high-quality evidence and service process. However, failure to recognize quality and customer service problems, as well as lack of solid measures to address the problems and complaints from the dissatisfied customers are deterrent to the increase of sales, company growth and success. In the final note, the behavior, and personal traits of the employees towards their jobs and to the clients go hand in hand in order to achieve a quality of service they provide for the customers. At the same time, excellent communication skills and client relation are inseparable in order to showcase the ability, skill, of the sales force to promote their products to the market.