The 6 Facets of Customer Service
What does “customer service” mean? According to Melvin Richardson’s article “What does customer service mean?”, Customer service means: listening to your customers, satisfying every want and need, taking ownership of the customer’s account, showing appreciation, smiling and following up with each and every customer. These are all simple tasks to complete individually but they become more complicated to fulfill when they are all lumped together and expected to be shown all the time. Is it possible? Yes, yes it is!! During most customer service experiences, the “customer” is looking for one solid factor to occur: Satisfaction. Satisfaction can be found through providing the customer with each and every one of the aspects listed above. It can also be broken down into hundreds of different needs and wants but there are six main aspects to consider during every customer service encounter. These facets include: the customer, organizational culture, human resources, products & deliverables, delivery system and service. First, the customer and finding out everything you can about that customer. Who is the customer? What are their dislikes? What are their likes? What are they looking for? What are they needing or wanting? These are all examples that you either need to ask them directly or decide on your own, through “personal interrogation”. Personal interrogation is “feeling someone out” or finding out all of these answers by asking more “indirect” questions. For instance, you could ask, “what do you do for a living?” and their answer of “bookkeeping” would lead you to assume that they like numbers and they are familiar with customer service themselves. Second is the organizational culture of a business. Where does the business come from? What is their background and history? What are their personal goals as a business? Finding out what a business is made of and where is comes from will help you to...
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