Interpersonal Communication-Servicing the Customer Free essay! Download now
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Interpersonal Communication-Servicing the Customer
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| Words: 941 | Submitted: 14-Apr-2011
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DescriptionIt is about how customer service is important in business.
Listening To Customers
Many studies have proven that customer service is more than just being nice to your customers. Considering that we are living in a time when customer confidence is low. Today, customers have so many choices of what, where and when to buy. Because there are so many products to choose from, it’s hard for customers to determine what store might offer the best value for their money. That is why many customers will decide to shop based on the best prices. What makes an organization stand out from all the rest? Very simple, listening to your customers.
Many organizations talk the talk but don’t walk the talk. In other words, they say they are customer focused but they really don’t know how to listen very well to their customers. “Listening is one of the most valued skills companies seek in employees, according to studies posted at the International Listening Association website. Other studies showed that business personnel spent nearly 60 percent of the workday either speaking or listening.” (Vians) Many organizations just assume that their customers know that they are a valued part of their company. However, every person in the organization must show customers that they are valued by earning their business and trust. When you properly learn to listen to customers we “go beyond the transaction.” (Deming) That is what it takes to gain and keep customers coming back.
It’s important to make sure that your organization’s value is clear and delivered in a way that makes your customers happy. The first thing should be a positive customer service philosophy for the company. This would be the type of service that values, nurtures and supports relationships where you take care of your customers’ needs every single day. Make sure employees show empathy while listening to customer concerns and problems. Train employees to create rapport with the customers and look them in the eye so they know they are being heard. Before ending a customer’s call or visit, employees should take a second to tell a customer that doing business with them is appreciated. This customer did not even know they were valued before. This simple little step can quickly grow any business.
Maybe changing customer service to “customer care” or “customer helping,” would make organizations more aware that the customer comes first. Even though customer care is a part of everyone’s business, it should be a part of the organization’s mission. Also, customer care should be included in an employee’s job description. Then listening skills would not be so easily forgotten in the training process. If employees do not listen to customers, then customers will take their business ...
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