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definition of customer service in the 21 st century

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#1   Posted: 7 Mar 2010 22:24

i would like to find out what is customer services and some good examples of customer service practices in the 21st century

#2   Posted: 13 Mar 2010 07:40

Good morning,
To me,
Customer Service can be describe as provision of services to customers before, during and after the purchase are made in our store or company.

Customer Service is about treating others as you would like to be treated yourself during the business transaction.

It is also how we are able to go extra miles to meet our customer needs and make them feel appreciated in doing business with us.

#3   Posted: 18 Mar 2010 03:18

I'd agree with all that, but maybe sharpen up the second point. Even better than treating people how I would like to be treated is trying to work out how they would like to be treated. We're all different and what works for me may not work for others. The hard work has to go into understanding the customer and their personal needs at that particular time and those particular circumstances.

But I know the point was well intended and it does set a minimum standard.

#4   Posted: 22 Mar 2010 04:18

customer service is exceeding the expectations of the customers from your product,service and quality

#5   Posted: 31 Mar 2010 04:57

Up to me, customer service is exceeding the expectation of your customer. To exceed the expectations you should understand the possible expectations that your customer have.

Yes, I can help you explaining this in another way. For ex: A good sales Guy could sell anything to anyone. But a good customer support could make the same person to buy the same thing!..

#6   Posted: 9 Apr 2010 17:52

Have you seen the Jeff Bezos quote?

#7   Posted: 19 Apr 2010 13:01

I produce customer service videos, and whenever I do research, the one thing I always hear is that the basics of good customer service are timeless.

That said, what I think makes customer service different in the 21st Century is the internet, and social networking. I think the quote below sums this up well.

"If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends."
-Jeff Bezos, Founder

At this link you'll find other customer service inspirations and quotes.

Gary Coughlan
#8   Posted: 21 Apr 2010 03:08   Edited by: Gary Coughlan

At Sixt we have undertaken a new approach to Customer Service, we have recognised the importance and impact of Social Media. We monitor the internet for any mentions of Sixt and we join the conversations in forums and on customers blogs. An example can be found on the following link. t-a-car/

I would appreciate it if you could also consider sharing your own experiences and offer any advice on our blog

#9   Posted: 4 May 2010 03:20

1. Be Genuine
2. Provide information in a logical manner
3. Deliver what you promise

#10   Posted: 16 Sep 2010 12:58

To create sustainable customer service initiatives, we define it as:

1. Ensuring that customer needs are met by products and services
2. Providing information, assistance or action to ensure value is delivered
3. Contributing to the success of the company (including financially)

We've found the third one to be a big part of the equation -- it ensures that programs remain because they rooted in both customer and company needs. Measuring their impact on customer satisfaction and things like NPS also helps -- using objective customer feedback tools also helps.

#11   Posted: 26 Oct 2010 03:08

@Gary Coughlan - isn't that one step away from appointing "50-cent"-ers... lolz

#12   Posted: 16 Nov 2010 10:15

In addtion to the excellent points made in the previous messages, customer service is also about building and maintaining credibility and confidence in the service. If this exists in the perception of the existing and potential customers, price / costs often take second place.

#13   Posted: 14 Dec 2010 18:43

I think customer service is all about the what kind of experience do we leave with the customer when interacting with them-good/bad/indifferent.

I keep in my mind "how would I like to be treated if it were me on the the other end'

#14   Posted: 13 Jan 2011 15:25

i think customer service is being mindful of others, knowing individuals are different and treat individuals accordingly. In other words, i is assessing each individual u come in contact with and making them satisfied at the end of the service experience.

#15   Posted: 19 Jan 2011 20:13

Customer Service in business perspective means exeeding Customers expectations . It can only come by delivering more than what you have promised . It can come only by building a 'frontline' who is aligned with the culture of delivering more than what has been promised . Technology should be used only for designing a systematic approach for getting feedback . It should not replace the personal attention and respect that the customer deserves .

#16   Posted: 14 Mar 2011 12:33

Customer service is basically an intangible thing or experience through which a customer is made to feel appreciated,important,and/or valued during and after an interaction with a representative of a company. The customer in the process receives a treatment far greater than his/her expectation and is left with a wow! feeling .It is an embodiment of processes, systems and skill.

#17   Posted: 16 Mar 2011 03:17

When I engage with and listen to my customer - internal or external, online or offline - and am able to accurately reflect back to them what they need; when I assess my customer's expressed need in the light of my broader knowledge, and can solve a broader need; when I offer a solution that is consistent with my organisation's best practice, and supported on into the future by our customer service culture - that's good customer service :).

#18   Posted: 1 May 2011 18:00

@terrykelly.. You are absolutely correct.. a buisness could have the best product and price; however if the service is less than adequate, the customer will not return. Social networks has offered a new approach to 'word of mouth'. The consumer may post a negative remark (or positive) and it's as if they have just had a conversation with 6-8 thousand people.. minimum.

"customer service is also about building and maintaining credibility and confidence in the service" without creditability, confidence, and proper corporate customer service 'culture' training, in my opinion, may be the demise of a company.

#19   Posted: 19 May 2011 08:53

Here, as well as being the soft sales department, customer service is also being a advocate for the customer.

This includes issues like:
Making sure that the products & services provided are what the customer is looking for (as far as possible)
Making sure that any complaints are dealt with in a satisfactory and timely manner.
Making sure that any training material, knowledge-bases and how-to notes are accessible and current (& if possible easy to read!).
Making sure any products and services are provided for a cost that is good value for money, and that the company acts ethically towards our customers.

Ben Fleeson
Customer Service Manager

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