Customer service is a big part of marketing nowadays.There are no sales without customers, so at any situation companies should try to maintain the highest standards and be able to do it right the first time because good customer service will be noticed, but bad customer service situation will sink to customers’ minds.
From Wikipedia we can find that “customer service is the provision of service to customers before, during and after a purchase.” It is a general, but very true concept, because customers are interested not only in a product but also in additional elements of service they receive. They expect customer servants to be ready, willing and able.
Sometimes customers can be rude and their problems can be weird, but high level service is always joyfully doing ‘whatever it takes’. And, of course, smiling! It is a symbol of successful customer service. It shows to customers that you are really thankful for your business and worth its weight in gold.
According to Efraim Turban: “customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” Actually realizing your customer’s needs and paying attention to details are essential. If you can understand your customers and pay attention to their problems, you will be able to exceed their expectations.
I was a witness of the story that happened in the green grocery shop: For the shop it was the same Sunday morning as ever, with a queue of people hunting for fresh fruit and vegetables, beside one little thing: there was a man in the queue with his little daughter crying and asking her father to buy a doll. She was annoying everyone who was in the shop and, of course the man was in a bad mood and hurry to go away. Finally it was his turn to buy; he asked for some vegetables and was going home when a shop assistant said: “We have fresh cherry-plums that have come today; they are so sweet and delicious! Would you like to taste one, dear? Stop crying and take a berry, honey.” And an old lady gave one berry to a little girl who stopped crying and was looking at the shop assistant. The girl ate the berry, smiled and asked for another one. Her father bought an extra kilogram of cherry-plums and went home in a better mood, because his child stopped bothering him. This story shows to us how important is going the extra mile. No one knows if the man’s daughter will remember about her doll, but what is clear to me is that he will come back! Actually, customer service is all about bringing your customers back; sending them away in a good mood to bring themselves and their friends back and form relationships with them.