Quality Customer Service
Many managers are involved in ensuring that products and services are delivered and maintained to the standards agreed to and set by the organisation. They are responsible for the staff delivering customer service and the quality of their work.
“Realise that your people will treat your customer the way they are treated.
Liz Tahir
Customers remember exceptional customer service or really poor customer service. The feelings associated with the whole customer service experience can have a profound effect on customer perception and choice.
Customer service is a reflection, not only on the employee but also on management and the entire organisation.
Resources
Customer service has become a catchphrase for businesses as well as an inescapable part of modern life. Good customer service is service that is focused on us, the customers – it is all we really want when we buy our groceries, when we fly, when we go to hospital, when we eat in a restaurant. We expect to be treated as valuable customers by everyone who sells us something – from our accountants to our waste management employees, our veterinarians to our bank tellers. Some organisations excel at providing customer service, others do not. Some make it part of their culture, a core value or norm. Others don’t seem to recognise its value (Fogli 2006).
