Introduction
Customer service is an important aspect of the workplace as many organizations tend to perform well as a result of exemplary customer service. The importance of customer service is that it leads to retention of the customers as well as creating an appealing environment for new customers. Customer service determines the percentage of business that a firm may have, this is why it is a good practice for the company. This means that firms strive to uphold their customer service up to the industry standard and even more. There is a limit to every input, and this means that there are moments when the clients feel the service has failed and moments when the service has to be stretched.
Customer Service at the Firm
The customer service at the firm is up to the required standards. This is because the firm tends to follow up on various issues and even get to understand the situation that the customer goes through. This is why it can tolerate customers that are held up. The company is lenient to the customers that they even discover that some clients hold up bill payments so as to receive warnings.
You find that customers receive warnings more than once, but no penalties are taken up against them. This leniency tends to be taken too far for the sake of the customer, and this is why customer service at the company is said to be customer oriented.
The customers at the firm are disrespectful this does not represent the whole customer percentage. Some customers go the extent of screaming at the care representatives. This means that they consider themselves too important to the firm. They can do and say whatever they feel is important to them. The selfish behavior extends to them yelling to the customer representatives to the point of leaving them shaking after the call. This is detrimental to the self-esteem of the customer representatives. This therefore means that the work environment is unconducive to the workers of the firm.
The health of the firm business and the employees is at stake due to the disrespectful nature of the customers. The customers tend to hold up on bill payments until they receive warnings. This tends to slow down the financial prospects of the firm which means that business will be slow.
Financial delay tends to slow down the business prospects of the firm, and it is only fair that the customers behaved better for the sake of a continuing healthy business relationship. Leaving the customer representatives shaking after a call with the customer due to yelling ruins their health. It means that the customers get stressed at work, and hence their health is at stake.
The customer service of the firm is not badly off; this is because the firm had only lost three customers out of many. There is a large number of customers that the firm deals with, the firm is also said to be not losing accounts. This is because it is not used to losing them. Therefore when it lost three, there was a need for a follow-up. You find that during the follow-up a lot of flaws are found on the hand of the customer. This is when the customers harass the customer representatives and also hold up payments until they have to be warned.
The firm is also ready to investigate the reasons for the leaving of the customers and highlight them. This means that they are willing to find out the problem that deters them from offering exceptional customer service. They venture into relationship building by getting to the ground to find out the hitches that led the customers to leave. This shows that the firm has concern for the services they offer and are also willing to listen to the customer. The customer is the most important part of the business and therefore investing in their satisfaction is a vital step.
The customer has to be dropped. This is for the good of the firm as it will ease the burden on the firm business as well as the health and relationship of the firm customer representatives. There are substantive reasons to let the customer go; this is because she is hard to handle. One reason is that she may be having a bad attitude towards the firm.
A bad attitude means that no matter how hard the company strives to satisfy the customer, she may not see the point and hence will be out to point an accusing finger to any small flaw that the firm makes. The idea to drop the particular customer is, therefore, viable for improvement of the business practices of the firm.
The second reason maybe because she is arrogant, she cannot get along with anyone. This also means that she considers others less of the person she is. This is why she can yell and scream at customer representatives. The client seems to be irrational as she cannot even hold a decent meeting with a consulting party. Brad can attest to this since a face to face meeting turned out to be futile. The disrespect is immense than can be handled and since the situation does not seem like it can improve, a lasting solution has to be sought. This is because a number of the people from the firm had dealt with her but could not come out with positive reviews or even an agreement.
The customer dropping decision should be made quickly as she is bound to even tarnish the name of the firm. Consider for example the firm runs a social media platform where customers can express their feelings. This type of customer is bound to post anything demeaning to the wall. The capability is evident as she screams and yells at the customer representatives. It would have been unfair if the decision was made due to a disagreement with just a single party at the firm. The client just disagreed with everyone that she came in contact with at the firm.
The pertinent issues here include revitalizing customer service, rethinking how far toleration can go and even setting the pace for improvement of client-firm interaction if not, other businesses can apply. This way, the firm can easily organize for the comfort of the client as well as a conducive environment for the employees. The company is thinking of only sending a single warning. It means that after a warning a customer can receive a box-out claim if he or she defaults after the warning.
Customer service has to go as far as the standards require. The limit for this has to mean that the company and the employees do not strain from the same. Therefore as much as customer service is important to the firm, it has to serve a meaningful purpose to both parties. There are customers that are out to take advantage of customer service to frustrate the services of a firm.
The toleration limit does not have to be crossed. This is to mean that the customer service has to be available at the firm but not exceed the expectations of both parties negatively. There are instances when customers take advantage of the politeness that an employee has to offer. As much as the request may be work related, they tend to demean the ego and even self-esteem of the employees. This affects the working conditions of the workplace and puts the employees at unnecessary tension.
People are important to be frustrated this is because there are clients that tend to take advantage of the business principles. It is vital for a firm to be caring to the customers, but a line has to be drawn. This means that there are limits that customer service has to reach, and anything beyond that requires special attention. Drawing a line will curb the strain on the firm and its fine talents in employees. The importance of having a limit to customer service is to ensure that every individual body in the involvement is satisfied with the allocated rights.
There are cases that call for special attention, and this is normal. There are clients who might have a history of weaknesses may be in health and therefore require a bit of tolerance in the customer service. An example is a special skill client who might need comprehensive directions in order to understand the stipulations of a service. The limit is to ensure that each party gets the allocated advantages, and this is specifically directed to the business prospects.
