Customer Service Programs, Essay Example

Everyone knows that a company’s best asset is its customers. Without customers, there would be no profits. Because of this, it is in a company’s best interest to treat its customers well so they remain loyal and hopefully refer the company to others through word-of-mouth advertising. Teaching employees how to deal with customers in the best ways is also important to the success of a business. One way to do this is for the company to implement effective customer service programs that provide employees with the tools they need to give great customer service.

In the book, Customer Care Excellence: How to Create an Effective Customer Focus, Sarah Cook details the essentials of how good customer service equates to customer loyalty and the long-term success of the business; she states that a company needs a customer services system that is top notch in a competitive environment. Giving employees the right tools includes making sure they have thorough and proper training, up-to-date technology to do their jobs effectively, rewards and incentives to keep them engaged, and empowerment to make decisions regarding customers and the service they receive. It is stated that if employees are to engage customers in a positive way, they must be engaged in positive ways in their positions. Satisfied employees equates to satisfied customers because happy employees will do better at their jobs. They will be motivated to give good customer service because they feel like they are a part of the big picture, and they feel they are appreciated within the company (Cook, 2008).

Giving employees the proper tools to do their jobs and to create a good customer service atmosphere is why many companies are successful, and it is also why many are not.

References

Cook, S. (2008). Customer Care Excellence: How to Create an Effective Customer Focus (5th ed.). London and Philadelphia: Kogan Page.