Hi all,

Definition of Customer Service:

Customer service is the ability of an organization to constantly and consistently give the customer what they want and need. This definition goes beyond the traditional way we think about customer service. It covers areas that do not come in direct contact with the customer at all. Manufacturing, purchasing and quality control may never talk to the end user of our products, yet they are vital in meeting the customer's needs. If we deliver an expensive product that doesn't work and we deliver it late, that affects customer service just as much as a rude salesperson. The entire enterprise must pull together to provide excellent customer service.

Customer Service Improvement Focus Areas

Given that definition, how then do we go about improving our ability to constantly and consistently give the customer what they want and need?

In order to compete in a truly customer-driven manner, an enterprise must integrate its entire range of business functions around satisfying the individual needs of individual customers - not just marketing, customer service and sales, but production logistics, and financial measurement and metrics. Organizations exceed customer expectations by focusing improvement efforts in three areas: customer friendly processes, employee commitment to customer service, and customer. We must be excellent in all three areas to achieve excellent customer service.

Assessment / Needs Analysis

So now we know the definition of customer service and we know where to look to improve customer service. But how do we start a customer service improvement project? The first step in improving customer service is the assessment of each of the critical aspects of the focus areas identified above. Those areas where operational improvements will lead to improved customer service have to be identified. The assessment acts as a strategic customer service improvement plan and training needs analysis that will lead to accomplishment of your customer service goals

Improvement Priority

Good customer service means looking after every whim of the customer but only within the window you have defined as your particular customer service product.

Once you assessed you organizational needs, you have to decide where to start fixing things.


:D :D :D

From India , Madras

to be frank what i felt was that u have got avague idea?is it?Its true that in the present scenario where u can find lot of products where each one can be a perfect(if u can call so) substitute of other.SO the only way by which you can cut an edge over the other is by "excellent customer sevice "where customer is regarded as the "king',there comes the role of "supply chain management"


You have the opportunity every day to build loyalty by exceeding the expectations of your internal and external customers. Caring, personalized service builds positive relationships, one customer at a time. Because this type of service is rare these days, customers are delighted when they receive it, and their loyalty to the company grows.

Take this short quiz as a self-assessment to see if you are delightingyour customers.

1. I understand that my co-workers are also my customers and that we are all part of a customer service chain.

True False

2. I take ownership of my customers' problems and do everything possible to avoid having to transfer their call to another area.

True False

3. I use my customers' name at least three times in every conversation.

True False

4. I listen very carefully to what my customers are telling me, so that I can clearly understand their needs and feelings.

True False

5. When my customers are upset, I sincerely try to empathize with their concerns and try to put myself in their place.

True False

6. I always assume that my customers are being honest.

True False

7. I try to be flexible in order to meet the needs of my customers.

True False

8. I try to do what is best for my customers, not what is easiest for me.

True False

9. I smile a lot, even when I am on the telephone, because I know that my customers can "hear" a smile.

True False

10. I look for ways to build loyalty even when I can't provide the service that my customer has requested.

True False

If you had 7-10 'True' responses, CONGRATULATIONS! You are consistently delighting your customers and building customer loyalty.

If you had 4-6 'True' responses, you're on your way to building loyalty but there's more opportunity to improve your service skills

If you had less than three 'True' responses, you will benefit from customer service skill training.

This articles is taken with permission from

Debra J. Schmidt, a.k.a. "The Loyalty Leader®", helps companies boost their profits by leading them to greater customer, employee and brand loyalty. Learn more at:

From Malaysia , Kuala Lumpur

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