Welcome Every Customer with Smile: It’s important that whenever you deal with your customers, you smile. If you have a bricks-and-mortar business, you must make eye contact with them when they walk through the door so they feel welcomed and valued. Smiling instantly makes you look more attractive and approachable. It is also more likely to draw people to you and help diffuse a tense atmosphere Know your products: Conveying knowledge about products and services will help you win a customer’s trust and confidence. Know your company’s products, services and return policies inside out. Try to anticipate the types of questions customers will ask. Make sure your employees are fully trained about your products. Periodically take the time to make sure all employees are onboard with new developments, products, and protocols. Standards There are few standards on this topic. ISO and The International Customer Service Institute (TICSI) have published the following ones: ISO 9004:2000, on performance improvement ISO 10001:2007, on customer service conduct ISO 10002:2004, on quality management in handling customer complaints ISO 10003:2007, on dispute resolution ISO 10004:2012, on monitoring and measuring The International Customer Service Standard (TICSS) CCQA Customer Care Standard (Care Quality Alliance) www.CCQA.org.uk There is also an Information Technology service management standard: ISO/IEC 20000:2005. Its first part concerns specifications and its second part the code of practice.
Customer service is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002), “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” The importance of customer service may vary by product or service, industry and customer. The perception of success of such interactions will be dependent on employees “who can adjust themselves to the personality of the guest,” according to Micah Solomon. Customer service can also refer to the culture of the organization – the priority the organization assigns to customer service relative to other components, such as product innovation or low price. In this sense, an organization that values good customer service may spend more money in training employees than the average organization, or proactively interview customers for feedback. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization’s ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization.