All these attributes are fused into one another and this
categorization only facilitates study.
Customer is a customer to the company ultimately, and this must not be
forgotten. It is the company that
employs you and people like you. It only underscores a point that a customer is
a customer to all the employees of the company; it is not that just the
salesman remains friendly and the rest of the employees turn an inconsiderate
support to the customer. This only points to the fact that the employees under
one division, just for an example, remain a cohesive team reflecting the spirit
of the customer service through.
Listening to the customer when he comes with some problem or
complaints is an earnest expression of care and it gives the feeling to the
customer that he is cared for and the supporting staff is trying to understand
his problem. The experience of being
considerately listened to will not allow the customer to leave you at the
earliest instance of discomfort. After
all, a customer retained is an assured source of revenue to the company.
A customer prefers a friendly employee since friendliness in dealing
with the people pleases the customer. He will feel encourages asking for
clarification of some doubts which have been troubling him for some time. And
in the interaction with the customers, an employee or the support staff must be
honest in whatever he says to the customer.
There is nothing wrong if an employee does not know some fact asked for
by the customer and saying it out to the customer that he does not know it;
however, he will find out and tell him later.
This leads us to another very important aspect in customer service
scheme. There is a possibility that the
feedback the customer gives may have some really very significant point. The employee must be open to new ideas and
responses from any quarter. Every
customer may prove a source of some kind of learning about the customer
behavior or a market detail. Therefore,
a marketing person must always have an open mind and he must be able to derive some point of
significance in every interaction he has with the customer.
The customer service, simple as it might sound, is a complex
field. It requires therefore constant
training and development of the staff to be able to discharge efficient
customer service on which depends the very edifice of business.
We have spent adequate time on the components of logistics and let us
proceed to the next level of understanding of the logistics.
