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What is Customer Service?


Consumart-pix-CopyCustomer service is the provision of service to customers before, during and after purchase. Also, Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer’s expectation.

Sometimes, understanding what the opposite of a concept is can be the key to grasping the knowledge you need. If you know what poor customer service looks like, then it is easier to recognize great customer service strategies when you see them. If you can avoid customer service pitfalls, you’re halfway to creating a customer service experience that keeps customers coming back.
Bad customer service occurs when a customer is not satisfied with his services. The customer will not
feel like he has been treated fairly, listened to or that his concerns have been addressed by employees of a company.

When confronted with bad customer service, do you sometimes think it will end up being too much hassle to speak up about it? Or can such situation have the opposite effect on you to go so ballistic that you can never do business with the erring company again?
Here’s the problem with those approaches: they frequently result in unpleasant consequences for you, either in the short term or in the long term. The good news is that there’s another way to proceed.


• Stay calm: Make a genuine effort not to get emotional. Doing so could damage your argument and credibility. Behave as professionally as possible, and always remember this: You’re talking to a fellow human being. In many cases, the person on the receiving end of your complaint may not have had anything to do with what went wrong.

• Don’t delay: if you want a quick resolution to your problem, don’t wait weeks and weeks to complain about it. Immediate action can get the ball rolling and help the customer service representatives in question take your situation more seriously.

• Request special treatment if warranted: do you do lots of business with the company in question? If so, be sure to mention that in all of your conversations and correspondence about the complaint. It really should count for something.

• Try the easiest approach first: Call, e-mail or visit the company’s customer’s service department. Explain your situation clearly, and say how you would like to see it resolved. This step alone could make the problem evaporate. If the first customer service representative you reach turns out to be unhelpful, ask to speak with that person’s manager.

• Keep good record: if none of that works, start writing down notes about each encounter you’ve had with people at the company. Your documentation will demonstrate your efforts to resolve the problem.

• Write to the right person: draft a concise letter to the president or chief executive officer of the company. You can get that person’s name by calling the company, visiting the company’s website or going through. In some cases you’ll be able to e-mail the person directly; in others you might have to mail your letter to the person’s attention at corporate headquarters.

• Be polite: weather you e-mail it or snail mail it, your letter should be open with a sentence that captures your reader’s attention, and perhaps by saying you are dismayed or shocked. But be courteous throughout the letter, thanking the person in advance for what he or she is going to do for you.

• Be specific: describe what occurred without any exaggeration or embellishment. Depending on the situation, consider attaching copies of your records and receipts. Let your reader know that you expect a resolution to the problem, and say what you hope that resolution will be. Don’t be unrealistic or demand too much, and set a reasonable time limit for the company to get back to you.

• Know where else you can turn: you can file a complaint with the state government by figuring out which agency to contact. In addition, you can contact the consumer protection council; or state attorney general’s office where the company is located.

• Maintain your momentum: if your issue is serious, be aware that it could take months for it to be settled. Be persistent, and be prepared to send more than one letter.

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