Difference Between Good and Great Customer Service, Essay Example

The main difference between good and great customer service appears in the commitment of the service provider to maintain the customer and make them want to come back (Barlow, 2010). Good customer is what every customer requires and deemed as the average expectations from any service provider. On the other hand, great customer service is the extra mile that the service provider goes to appease the customer, for example by giving a follow-up on the performance of a machine bought from his shop make sure it is working properly.Conflict Management for Managers has demonstrated a number of companies that show the variation between the two aspects (Raines, 2012). However, their list is not exhaustive; hence this paper will address an extra two companies that have superior customer service. The paper will deal with how the companies apply the rules for stellar service to manage conflicts and disputes effectively.

One of the omitted companies is the online trading site called Amazon.com. The company is highly rated in the global market and has topped the customer service for five consecutive years. Upon arise of a dispute, the management of this company are prompt to resolve it whether it is within or external differencesas demonstrated in Rahim, 2015. In solving customer related issues, the conflict management department is guided by the ‘What is A Customer’ rule. Most importantly, it is guided by the concept that the customer is the most important person and he is not there to do them a favor, rather he has given them a favor in allowing them to serve him.

Furthermore, Trade Joes Company also demonstrates excellent customer service, though not mentioned in Conflict Management for customers. One of its guiding policies is the utilization of employees to satisfy companies. It insists that employee satisfaction is vital to customer satisfaction. The company highly discourages matching or competing for knowledge with a customer. They suggest that the customer is aware of what he wants and all he wants is a little bit of guidelines. However, the employees are prohibited in engaging customers into an argument. They also maintain that customer service is their main objective.

References

Barlow, J., & Stewart, P. (2010). Branded customer service the new competitive edge. San Francisco, CA: Berrett-Koehler.

Rahim, M. (2015). Managing conflict in organizations (3rd Ed.). Westport, Conn.: Quorum Books.

Raines, S. (2013). Conflict management for managers resolving workplace, client, and policy disputes. San Francisco: Jossey-Bass.