If Your Customer Service Operations Are Just Ok, You Are Already On The Verge Of Getting Out From Th

By Author: Rakesh Kumar
Total Articles: 33
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Do you believe that customer service can actually be your best marketing tool? If you do, chances are that you will sail through the hardships of stiff competition. But if you don’t, and feel that your customer service operations are just ok, you are already on the verge of getting out from the market.


Many organizations believe that as long as their product is high quality, they can flourish. Had this been the case, only A-star hotels would have been able to serve their customers well. The budget or economy hotels would not have been able to flourish. The rule however is that superior customer service is the lifeblood of any business. You can get many customers for your product at the first place, but if you can’t get those customers back to buy more, you are probably loosing on it.


Delivering superior customer service means delivering a WOW experience to the customers. You would not have witnessed a customer who would say on looking the customer’s product, logo, and décor and say, “It looks great. I am going to be a customer for life.” This happens only after the customer ...
... has actually experienced a WOW factor. If the WOW factor is missing, chances are that you merely survive. Let us read the instances below to add more meaning to the argument.


A computer hardware retailer on being asked the differentiating factor between him and other retailers, who sell the same sets on almost same price, retorts that it is in the person who installs and maintains the computer system after sales is done.


A mobile handset manufacturing business unit confirms, that along with quality and featured handsets, their differentiating factor lies in the after-sales support. That they have established robust and up-to-date service management software that allows them to keep abreast of the handset repair progress, and also facilitates SMS integration to inform the customers when their product is ready to be returned after repair.


An inverter and battery manufacturer narrates their pain of maintaining effective cost management, even after their products are being appreciated for superior quality. They realized the loophole in managing customer service operations. The customer records were not set right and sometimes customers were not visited, or overcharged, which led to sudden decrease in their customer base. They implemented a customer service management system that led them record each service transaction and maintain records of the customers served on real-time basis.


These are the examples of WOW customer service- that can help you outshine your competitor and also allow you to maintain the cost standards. All other things alike, customers like to buy from people who made them feel valued. Surveys have shown that customers are even ready to spend an extra buck to ensure excellent customer service.


When it comes to customer service, it is survival of the best. You too can ensure being the best by staying with the customers ‘after the sale’ as well.


Rakesh Kumar is an after-sales service process optimization expert and associated with Zed-Axis Technologies Pvt. Ltd & Zed-Service™ - A 360 Degree Customer service management software and Field Service Software- one of the flagship products of Zed-Axis Technologies Pvt. Ltd. For any queries/feedback Please visit www.zed-service.in