The Importance of Customer Service
Abstract
With the increasing competition in the business world, organizations ought to discover and implement the best customer services strategies so as to attract more customers. This will help a business to survive in the market and also help I gaining a larger market share. This paper intends to study and give a clear understanding of customer care in 3Mobile business. The paper will expound on how 3Mobile has used customer care services to improve their business and how they have benefitted from this strategy. 3Mobile Shop had also to improve on their customer care services and this paper helps us learn how they did the changes on their customer care strategies. These changes on customer care improvement always come up with the end result. Therefore, this research will help us have a good idea on the benefits that 3Mobile achieved after improving their customer care services. The paper will be able to give proper information on the benefits of customer care services in small businesses.
Introduction
Customer Service is giving services to customers prior to, during and following an acquisition. It can also be defined as a cycle of activities anticipated to improve the level of customer fulfillment- that is, the sensation that a result or service has met the customer expectation.Customer Services may be provided by a person (example sales & services representatives ),or by programmed means, examples of programmed means are internet sites. A Customer service experience on 3 mobile has changed the entire perception the customer had of the product.
Importance of Customer Care
Without customers there would be no business in 3 Mobile so customer service is the most important strategy of conducting a business. The Importance of Customer Service for 3 Mobile is that Customers will change the opinion they have on the Product. Through Customer service 3 Mobile will be able to succeed and grow. If 3 Mobile improves its internal customer service it will be able to enhance the customer care that their external customers receive and so it will lead to customer satisfaction. The importance of Customer Service for 3 Mobile is that the satisfied customers will advertise the product to others which will help in creating awareness to more new customers.
It will create customers loyalty for 3 Mobile. The reason why customer service is important to 3 Mobile is that a satisfied customer will not only revisit without looking at options or price comparison, but will advocate the 3 Mobile to family members and friends. The importance of customer service for 3 Mobile is that it will be easy for it to attract more customers, be convenient thus availing products when the customer wants them and also make it easy to purchase & take privileges of.
The concept that 3 Mobile can use for customer services is enlightening hospitality by caring for each other, the first priority being the family of 3 mobile staff showing their customers that they have concern for them in person and caring for the community by devoting a significant portion of their marketing budget for values, activities and causes importance to their customers. 3 Mobile can use customer intimacy as a concept of Customer service whereby the 3 Mobile will develop products flexible enough to serve a wide variety of customer’s needs and operating strongly and collaboratively with clientele to offer them what they want by developing flexible product, work collaboratively with customers and Structure the company around the customer relationship discipline.
When 3 Mobile provides good customer service to its customers and they are left satisfied and happy they will advertise their products through word of mouth and the likelihood of receiving replicate business from a contented and satisfied client enhances. Through the Customer Service the 3 Mobile will be able to get valuable customer feedback and this will give the 3 Mobile insights into the way a customer perceives the business and what impression the customer has about the service.3 Mobile will be able to sustain or survive the business. The good relationship with the customers is the basis of future growth of the business. The role of Customer Service in 3 Mobile is important for its growth and continued existence.
Improving Customer care
Improving people’s skills is a way that the 3 Mobile can use to improve its customer service by finding ways to improve its team’s group skills, people skills count for fast and high return; this might include bringing in a speaker or trainer. It could indicate focusing on people’s skills subjects at staff meetings and also providing useful training content to employees in a variety of formats like videos, books, newsletters etc. 3 Mobile can make service a priority to improve its Customer Service. Talking to the customers is another way that 3 Mobile can improve its Customer Service since they will have a clear understanding of customers’ needs. 3 Mobile should find ways to connect its customers in direct and open conversations, and also make it personal and real. 3 Mobile Shop can also improve the customer service by getting everyone involved by using all resource they have to discover way out and tackle chances.
The Company’s best resources are its employees and customers since the employees know best of what customers want and what the shop can do for them therefore they should be engaged in every aspect of planning and operating the shop since the more they are engaged the more loyal they will be. The shop can improve its Customer Service by recruiting the right people by using effective selection techniques, and invest in their training; according to customers. 3 Mobile shop should also treat its staff as it treat its customers to improve the Customer Service since behavior breeds behavior and pleased staff lead to pleased customers. To improve Customer Service the 3 Mobile should set and communicate clear standards in terms of quality, accuracy, behavior and appearance.
The shop should ensure that the service is consistently good, in every location, from everyone, everyday. For 3 Mobile to improve its Customer Service should build its processes around the customer and not the organization, by looking for ways of streamlining end to end processes and reducing ‘handoffs’ to reduce errors. 3 Mobile shop should Make it Easy & Convenient for Customers and Employees to Offer Feedback in improving its Customer Services since the best management information comes from the point of experience where employees and customers do their thing, 3 Mobile should capture the priceless information by creating easy and quick ways for its staff and customers to give feedback.Tracking and analyzing errors and complaints can be another way that the 3 Mobile can improve its Customer Service by getting to the core cause to find out what’s going wrong and why.
3 Mobile should also seek and analyze customer feedback to improve its customer service, they should not make assumptions; but look for ways to find out what their customers think about the shop. They should also consider setting up Customer Service awards, where individuals, colleagues and customers can recommend. 3 Mobile should pay attention to those who don’t serve customers directly because the chances are that if they’re not serving a customer, they’re serving someone who is, and these people are their internal customers. The Shop should also build a team culture to improve customer service by emphasizing that everyone is a link in the chain and that all they ought to be focused on pleasuring the customer. Setting measurable objectives around improved customers service and cascade them across the Shop.
Changes
After 3 Mobile shops improved its Customer Service amazing services were delivered due to peoples skills. 3 Mobile‘s employees made the service a priority. The Shop consistently gave its customers what they wanted because they knew what their customers wanted after improving its Customer Service. The improvement of Customer Service made 3 Mobile’s customers to share their views on their service expectations. 3 Mobile made more sales since they received more new customers and maintained loyal customers. The shop was able to determine problems facing its customers and how to solve them. Improving the customer services created more confidence to the employees hence increasing the productivity. 3 Mobile was able to set the prices for its products which the shop and also the customers.
Evaluation
The Customer Service evaluation services provide full secret shopper evaluations designed for a shop by a network of professionals. The plan will evaluate a variety of client experiences generating essential information required to rapidly and successfully mark parts of greater results and parts requiring exceptional concern. A consumer Service Evaluation program will enable 3 Mobile to preserve responsive, helpful and greater customer fulfillment. Today’s customer has many alternatives during the time of purchase. To create a home in today’s aggressive market place, the ambitious company must continually strive to exceed the clients’ needs and expectations .Customer Service Evaluation will open the door to a new level of customer service performance for 3 Mobile shop. Evaluation of Customer Service is in various dimensions such as reliability whereby there is consistency and dependability in performing the service. 3 Mobile should return customer phone calls, offer prompt services and handle urgent needs. Empathy is another dimension of Customer Service which is caring, and individual interest provided by employees by listening to customer needs, caring about customers’ interests and providing personalized attention.
In conclusion, customer care services are very essential for an organizations successful performance. The employees should always have in mind that the client is the boss and should therefore be impressed in order to attract them the next time. However, the company should also understand that a motivated or pleased employee is the key to customer satisfaction. 3 Mobile should involve their customers in conversations since this will make them comfortable and share their expectations which helps improve customer service in the long run. Successful organizations are properly known for using effective and strategic customer care services. For 3 Mobile to survive and succeed in the market they must ensure that they use effective customer care services compared to their competitors in order to attract and maintain the new and existing customers.
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