IntroductionNowadays, many medium sized service companies have appeared in our market society. What factors have led them to success? Of course, the most important one is doing as best as they can on customer service. Customer service is not only a quick table wipe and a glass of ice water. There are many mechanisms to control it. In this essay, I am going to describe the importance of customer service, and then I am going to talk about how customer service works in the system. Follow that I want to focus on the analysis on how to use this method to make companies to achieve success. Finally, I will illustrate what is my feeling in EIBT, what is its strengths and ways to improve.
Importance of customer serviceThe meaning of customer service is assisting customers. The purpose is to make them feel comfortable and respected. As a result a staff member should provide their service to satisfy customer needs and expectations. Staffs need to be well prepared to suit for all different customers. Customer service is one of the most important ingredients of the marketing mix for 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 receive refund when they have a complaint about a faulty product that they have paid for.
Identify customer needsAs customer's first impression is lasting and deeply, staffs use appropriately communication skills with prompt and courteous service to greet and show empathy, listen and provide feedback, use verbal and nonverbal behavior and problem-solve and consult customers. A positive impression will create goodwill and relationship between them and the organization. First of all, attentive to the customer in the process of service. Secondly, concentrate on the issue, not the person, then, target key points. After...
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