CUSTOMER SERVICE

Customer Service Excellence, Technology and the Drive for Profitability

Customer Service Excellence, Technology and the Drive for Profitability

Introduction

Organization is a structured social unit of people (both employer & employee) working together to pursue common objective. Good organizations try to correlate the service they render, customer loyalty and their profitability for the sake of seeking success in the long run. All organization has different management departments that preside over the internal activities and collectively help in dealing with external employees e.g. customers (heskett et.al 1994, p.164). For any organization, customers are very momentous. The success of any organization merely depends upon how well they gratify their customers & how well content they are. The purpose of all organization is to execute its customer need, in return gross profit (Beevers 2005, p.2). For an organization to succeed it needs to have loyal and loyal customers. Organization can have a different objective while dealing with their loyal customers. Some organization only works to gain profit and do not agonize about their customer lose and their expectations. Customer expectation and organization efforts should align in order to ensue in an expedient manner. Only those organizations are to rise in the future who values their customer over their profit margins. For an organization customer service is something noticed by its absence in comparison to its present (Beevers2005, p.2)

Customer Service Dilemma

Customer service for an organization is full of dilemma, mystification, queries and questions. . Researchers have said that to determine the company's strength over the years, measure their number of loyal customers. According to an estimate, it cost more to the organization to seize to existing customers than to attract new lot (Beevers2005, p.2). Generally the organization segregates its customers into four main divisions. They are loyal customers, regular customers, occasional customers & onetime purchasers. For an organization, to make onetime purchasers their loyal customers their foremost requirement is to identify its ideal target market. After identifying its customers, they should be capable of gratifying its customers' needs. In this way, the customer ladder moves in an upward direction e.g. (onetime purchaser- loyal customers). Good and successful organizations to value their loyal customers over new mini niche target markets (anonymous2009, p.1). The organization will not subsist without its customers. It is due to the customer that the organization accomplishes its aims & objectives & gets to know how well they are performing, and what they lack. Customer service has become a key issue for business, government as well as non for profit organization. It is recommended providing exceptional customer service than traditional customer service. In this way, the organization will be able to exceed customer expectation, depicts organization more concern and care. Organization has to go the extra mile by identifying their customer anticipated needs and then keeping them happy by tailoring offerings that satisfy them. It is better for a new organization to concentrate on building loyal customers. In short satisfied customers are the only resource for the organization to earn a ...