Service! What is service nowadays? People appreciate more and more service and quality of it. In today’s world the service is all the time more reduced and it goes to the most automated services providers.
I think it can be the savings when you do not have people = Customer service as an expense.
In fact I appreciate more and more the fact that I get really personal service and that it is a “real living” person whom I am working with.
I’m an account manager and I am working in customer service and making sales work for B-to-B markets. My job is to maintain existing customer relationships and create more new ones.
Customer will be your customer now and in future if you are able to serve him well and you have to be able to help him in difficult situations. When person make the service work is almost impossible to avoid mistakes and if you are selling products what are made by machinery so even there is possibility of failures. “thus proving that the machines do mistakes also” 🙂
From mistake you get feedback or complain. Complaint can be delivered to you in many ways. Maybe screaming it in your face or how they really should be treated is in a written claim.
The claim should always be handled as soon as possible. ASAP does not mean that you do it bungling attempt. You have to specifically focuses on what you’re trying to tell and why.
Reclamation (claim) is the best way to get feedback and often is the only one. Notice of claim must always be interpreted in a constructive even if the customer would be how angry at the time. Notice of claim must always be treated especially well.
If you take well care of your complaint it could be your “business card” it can spread word of mouth and its way to help you find new customers.
However, if you take care of it poorly it will always be difficult to meet that client and he may also tends to let others hear about how badly you take care of your business.
Also keep in mind if the claim is caused by you or your product and a claim based on the right reason it important to replace the damage but allow the customer to realize the fair compensation. When the customer has calmed down and the claim is handled well. So usually the customer is already happy that someone has taken care about their problem and listened to him. In many cases the customers claim for compensation may be negligible.
What do you think of this matter? These arguments are not based on any research of someone else. These are my opinions and how I might be taking care of this kind of situation.
Have a nice day and thank you for the incoming feedback 🙂