Problem Solving Csm
Customer Service Management | Problem Solving | Antventures- Casper And Gambini’s |
Anthony Shalhoub 31010062Sabine Raffoul 3103064310/29/2012 | |
Submitted to : Dr. Esraa Haydar
Customer service management
Problem solving I. Introduction to customer service
Customer service is the provision of service to customers before, during and after a purchase. According to Turban (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." Customer service is anything we do for the customer that enhances his experience.
II. Importance of customer service
Customer service is an integral part of the job and should not be seen as an extension of it.
A company’s most vital asset is its customers. Without them, it would not and could not exist in business. When you satisfy your customers, they not only help you grow by continuing to do business with you, but recommend you to friends and associates.
The practice of customer service should be as present on the show floor as it is in any other sales environment.
III. How to provide excellent customer service?
In order to provide an excellent customer service, every company needs to have a significant understanding of how to provide such services. Few steps need to be followed in order to gain such comprehension. Starting with the comprehension of what a customer is, passing by the understanding of the challenges to customer service, the concept of problem solving, then the strategies for formulating a plan of success. Also the understanding of empowerment, as well as the understanding of the importance of the communication in providing excellent customer service, arriving to becoming a leader in this field, passing through coping with challenging customers, and how to attract and retain customers.
In today’s business transactions between
Anthony Shalhoub 31010062Sabine Raffoul 3103064310/29/2012 | |
Submitted to : Dr. Esraa Haydar
Customer service management
Problem solving I. Introduction to customer service
Customer service is the provision of service to customers before, during and after a purchase. According to Turban (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." Customer service is anything we do for the customer that enhances his experience.
II. Importance of customer service
Customer service is an integral part of the job and should not be seen as an extension of it.
A company’s most vital asset is its customers. Without them, it would not and could not exist in business. When you satisfy your customers, they not only help you grow by continuing to do business with you, but recommend you to friends and associates.
The practice of customer service should be as present on the show floor as it is in any other sales environment.
III. How to provide excellent customer service?
In order to provide an excellent customer service, every company needs to have a significant understanding of how to provide such services. Few steps need to be followed in order to gain such comprehension. Starting with the comprehension of what a customer is, passing by the understanding of the challenges to customer service, the concept of problem solving, then the strategies for formulating a plan of success. Also the understanding of empowerment, as well as the understanding of the importance of the communication in providing excellent customer service, arriving to becoming a leader in this field, passing through coping with challenging customers, and how to attract and retain customers.
In today’s business transactions between