Personalized Customer Service - Coursework Example

Running Head: Management Management [Institute’s Management What is personalized service? When a s inquiryor issue receives the full concentration of a customer representative, and when that inquiry gets the answer in a well-timed approach with no excessive strain on the client, it can be said that the customer service is personalized. Personalized customer service is a business’s ability to provide individual consumers with their particular desires and requirements by means of developing and retaining consumer bonds. It is great that companies are moving a step ahead, implementing approaches that pay attention to the frequently ignored voice of the customer, leveraging this response to apply further customized policies into the resolution procedure and, therefore, making the progress from straightforward case management towards comprehensive, personalized customer care (Crisp Learning, 1998). It is not a simple task to sum up the framework of present day’s consumer in a singularly described procedure. Not just do consumers personal requirements show a discrepancy on a case-by-case basis, but also as a collective whole, customers requirements are growing and have turn out to be a lot more intricate and challenging as compared to previous generations. Businesses are always trying to find techniques to not just meet these high hopes, but also go beyond them. Customers want not only personalized answers to their queries, but are as well trying to find personalization in terms of the approach company and its representatives adopt to take care of them. 2. How do other businesses provide this? Personalized customer service is one of the single most essential factors most organizations fail to notice, although it is the single factor that can in fact create trust with their customers at every step. From the instant they approach the company’s outlet or representative to the instant they take delivery of their order, giving personalized customer service will let one’s clients make out that they are the most essential business asset (Barnes, 2000). It does not actually take a lot of creativity to offer this level of service to the clients. Simply think about their opinion. What are their expectations from the company? How do they want to be treated by the company’s representatives? When it is known what is expected from the company, the company should go ahead of it. Do not provide only the smallest levels of service; surpass them on every level of the customer experience. Some of the methods by which other companies are providing personalized customer services are: Computerizing to the extent that is feasible and make it simple to get information regarding the products or services they offer. Offering clients the ability to “help themselves” gets a lot of the sales stress off and let them come to a decision in their own time. Maintaining stability in customer service from the minute customer places the order to the final follow up, sending them a note following the sale, asking them how they like the performance of the company and if they are happy with the level of service. Offering “added value” services, for instance, complimentary upgrades or guides. Keeping the clients up to date even after the sale as well as keeping lines of communication open, although not including all the sales publicity every time. Applying a ‘customer first’ environment between the workers and checking that they are following all the way through. Making sure that the staff quickly deals with the complaints. Giving incentive to workers who go that extra mile to think about the customers. This produces an atmosphere of personalized customer service. 3. How have other businesses profited from this? Other businesses are getting profits from personalized customer service in the following ways: Companies start to gain profit from personalized customer service the instant they give their sales team members the power to take decisions on the shop floor. Clients will not hang around when personnel reply to client queries on strategy of “I will have to check that with my boss”. Companies give their employees the authority to take the decision and have clients pleased to return. Another approach that companies use is storewide advertising, with big placards, of an open customer service strategy. It serves as a suitable prompt to employees of what they can suggest the facilitate customers. It as well serves to facilitate clients cross the line of decision as choosing whether it is wise to spend their money at the shop (Crisp Learning, 1998). Companies reward customer loyalty so that they get to have them coming back for a lifetime. The secret is to recompense their loyalty in a method they value most. Imagine their pleasure when the business input their contact information and state that it can cut the price by an additional ten percent simply for the reason that the computer system has shown that they are regular customers. This remuneration at the register has a strong attraction that is certain to make them think of the store when they are in the market to make some purchase. 4. Do hidden costs exist? Overall, is personalized customer service worth providing? There is no hidden cost attached with good personalized customer service. When company provides personalized customer service, the customers will feel more attached to the company. Such as, if the company offering online customer support, the clients must be able to configure their personal settings as well as personalize their experience. If the company provides cell phone support, a client’s query should be resolved with no pointless postponement or call bouncing. If a client is able to simply “click” their way to a solution promptly, or is able to get to the relevant department on phone speedily, the company gets to maintain and raise customer trustworthiness (Dunscombe, 2007). The whole point of a business venture is to create a center of attention for the customers and then to and retain them. By offering personalized customer service, business will not just maintain existing clientele’ loyalty, but will draw more clients by word of mouth only. If any business offer uncommitted customer service, then it is telling its clientele that they are not essential for the business. Following three traits counts with personalized customer service and win over the customer each time: a. The appearance as well as manner of the customer representative b. The attention given to the customer c. The effectiveness of the deal The lack of any of these traits will be damaging to the company in the long term. 5. Determine customer service practices at other companies. Customer service is an essential part of any business. A business’s most essential asset is its clientele. No business can exist without including them. When the company satisfies its customers, they not just help them continuing to do business with the company, but also encourage them recommend the business to friends and associates. Following are the best practices of personalized customer service: Identify who is person in charge. One can only service customer needs if he knows about the requirements of customer. When one actually pays attention to the customers, they let you know what they would like to have and how the business can offer high-quality service. One should never disregard the fact that it is actually the client pays the salary and makes this job feasible. Be an excellent listener. Take the time to recognize customer wants by asking questions as well as focusing on what the customer is actually saying. Pay attention to their words, tone of voice, body language, and most importantly, the way they feel about the service. Try to avoid making guesses (Barnes, 2000). Recognize and anticipate requirements. Customers do not purchase products or services. They purchase good mind-set as well as answers to problems. For the most part, customer wants are emotional instead of logical. The more one knows about his customers, the better he become at anticipating their wants. Business should correspond on a regular basis so that it can be aware of difficulties or future wants. Make customers feel significant as well as respected. Take care of them as individuals. Always use their name and discover methods to praise them, but be honest. Individuals value genuineness. It generates good feeling as well as conviction. Think about techniques to create good feelings about carrying out business with your company. Customers are very responsive and identify whether or not the business actually care about them. Business should thank its customers every time there is a chance. Facilitate customers to be aware of the business. The business may have the worlds most excellent systems for getting things done, however, if customers do not recognize them, they can get perplexed, irritated and annoyed. Take time to clarify and simplify deals. Be cautious that the business does not lessen the human element of the organization. Know how to say sorry. The company should apologize if anything goes wrong n its behalf. It is simple and customers will appreciate it. The customer may not always be correct, but the customer must always succeed. Take care of difficulties straight away and let customers know what you have done. Make it convenient for customers to criticize. Give importance to their complaints. Get customary response. Support and greet ideas about how the company can progress. One can find out what customers believe and feel about the services offered in several ways including the following: a. By paying attention to what they say b. By checking back repeatedly to see how things are going c. By offering a way that encourages positive criticism, remarks as well as suggestions Take good care of the human resource. Human resource of the company is its internal customer and requires a regular dose of admiration. Company should show gratitude to them and find methods to let them know how significant they are. The company should treat its employees with admiration and possibilities are they will have a higher respect for customers. References Barnes, James G. (2000). Secrets of Customer Relationship Management: Its All About How You Make Them Feel. Mc-Graw Hill Company. Crisp Learning. (1998). Providing Personalized Customer Service. Crisp Learning. Dunscombe, L. (2007). “General Hardware stands out with personalized service.” Hardware Retailing. Vol 192, issue 3, pp.44-45. Read More