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Subject: Customer Service - what is it exactly?

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revcosmic

Posts:13

09 May 2009 7:18 AM
What is it that you look for in customer service? It's a rare commodity these days, and you certainly won't find it in a chain store. It's sad isn't it that we now live in a world where one person means nothing to companies, and looking after you is irrelevant? Product knowledge too is a thing of the past. It's a shame that staff in too many stores to mention, have absolutely no idea of what products they have in stock, much less the knowledge of what they do, who makes them, and how good they are. Karyn

chocablock User is Offline

Posts:90

09 May 2009 9:40 PM
Sorry you feel that way Karyn I have found that I really try not to worry too much about what everyone else does. I do all my research at home before I head out to buy something and that way I'm well versed and aware of the prices I can expect. I don't rely on anyone these days. With so many companies trying to save money with younger staff it must be hard to keep on top of things.

purplelion User is Offline

Posts:385

11 May 2009 8:31 PM
I find if I go in expecting good service, I usually get it! The law of attraction lol

morrisfamily User is Offline

Posts:16

30 Jan 2010 9:28 AM
Customer service is really important to me. I work in a credit union call centre, and pride myself on giving good customer service. I think the key to good customer service is listening to what the customer wants. Then giving options to solve their needs and follow up. We follow up our customers at a one month, six month and twelve month interval. So many new customers say "I never had a call from my bank". Also delivering what you say is important. If you tell someone you are going to ring them at such and such a time, do it. I like to be able to exceed customer expectations. As a customer, if I receive good service, I take the time to find out who the supervisor is and let them know. Quite often this is done by a quick email (takes two minutes!) So many times bad service is told by word of mouth, but not great service. A lot of companies too have rewards for staff receiving commendations. I've got mine pinned up on my desk and it encourages me to strive to provide the best customer service everyday. I receive a Coles Myer voucher for each one too! With Karyn's comments, I think its a pity about chain stores not providing great customer service due to really young assistants, and often part-timers that only do a few hours so don't get the time to get the product knowledge.

hellsiebear User is Offline

Posts:2

31 Jan 2010 1:07 AM
It's hard to define. Good service is when you get what you want and are met with a smile and people who go out of their way to please you. But you have to carry a vibe that tells them that you are not a threat and that your request is something that is managable. I deal with customers everyday and find that my attitude is being judged as much theirs. If someone approaches me with a smile and seems to need help, I'm more than happy to oblige. If they look angry, my shield goes up automatically and I'm ready for it. I've been in the industry long enough to know that you can counteract their attitude by adjusting this reaction. Identifying body languages is not something that is taught to much these days. It all begins with training and companies developing strategies to generate higher pride among their staff. A staff member that feels appreciated and enjoys their work environment is more likely to give the best service they can than that who simply works for the sake of earning a few bucks. Today there are more people in Customer Service roles than ever before, but companies are often driven by share-holder dollars and forget to focus on their staff being happy. Training, training, training is required, mixed with work-place pride and as much information as you can about your products being poured into your staffs' heads. If you want good service, be nice, calm, direct and friendly. Show them that you are in control, know what you want and know your rights as a consummer. If you can't get to the bottom of the issue, ask to speak with someone in a higher position. IF they are unable to help you, and you feel that you are not recieving above standard service, tell them that you are disappointed with: their attitude, their delivery in response, their treatment of you, their reluctance to take some measure to get to the bottom of your issue, or their tone of voice. Always keep your cool. Always be the better end of the stick...the consummer that weilds the power. Sometimes customers can bring it on themselves too. Their complaints can be unreasonable, unclear, unnecessary or plain unsocial for the sake of having something to winge about. All the same, a good Customer Service Representative should never mirror it back. Happy shopping and I do hope you find better service. It does exist.

bec

Posts:25

31 Aug 2010 8:47 PM
"What is it that you look for in customer service? It's a rare commodity these days, and you certainly won't find it in a chain store. It's sad isn't it that we now live in a world where one person means nothing to companies, and looking after you is irrelevant? Product knowledge too is a thing of the past. It's a shame that staff in too many stores to mention, have absolutely no idea of what products they have in stock, much less the knowledge of what they do, who makes them, and how good they are. " I too have been guilty of this thinking in the past but having recently changed jobs from the beauty industry (ten plus years exp) to retail in pharmacy cosmetic section, I can give advice from the other side as well. People who provide customer service do generally aim to please the customer to the best of their ability. Depending on where you are seeking your product knowledge can be part of the problem too. I.e. approaching me and asking me about vitamins or weight loss products is going to be pointless, of course Im going to tell you I dont know what is best for you or what to recommend BUT I will assist in trying to find you someone who can. Ask me about the inner workings of the body/skin or the chemical composition of a face cream, or how a L.E.D system can improve your face and I will blow your socks off with information. Also staff don't always know what products are in or out of stock, especially if you are in a large store, same goes for if you are looking for something. Staff just unfortunately cannot always locate things instantly, BUT they should always help you find it or again find someone who knows. There are multiple roles within organisations including retail industry. Some staff are hired to just put through your purchases, others to place stock on the shelves. Depending on what your asking someone for it could be better that they tell you they don't know then suggest the wrong thing and cause i.e. an allergic reaction. As for training I cant speak for other organisations but the one I'm with have online training, face to face whole group training once a month and on site training at least once a week from a company rep.

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Forums > Vibe Agent Forum > Great Customer Service > Customer Service - what is it exactly?

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