With the existing competing around the world business enterprises are coming up
with ways they can attract their customers. Good customer service can be good in building
a relationship with your customers. To achieve one need to thank their customers while at
the same time promoting a positive and helpful environment that will ensure you have
positively impressed your customers. Due to this companies and business entities have
been coming out with different trends of customer service so that they ensure they maintain
their customers.
In any field either business, company or an institution they are usually guided by the
principle of customer service. According to Michelli (2008), these principles help them
improve the services and maintain a good relationship with their customers. Here are some
of the principles of customer services that are core in any business or company. Through
the core services, customer service techniques will govern the organization of the quality of
service. In this paper, we will discuss the eight principles of customer service that is key in
every institution. According to Pascal, (2018) they include; speed, accuracy, clarity,
transparency, accessibility, friendliness and efficiency.
This has been critical to many organizations. Through speed and responsiveness, it
will determine the quality of service provided in an institution. As one may know, the ability
to respond to the customer need has an impact on both the customer satisfaction and
dissatisfaction. For companies to improve on their customer service, they ensure they have
good responsiveness (Vickery et al., 530). There are various types of responsiveness which
include first responsive time, average and problem solution time. All of these differ it
regarding speed, but the best way to respond to clients is using the first responsive time
where the customers receive a quick response to the or clients.
This is also another principle of customer service. Besides being fast in delivering
information to the clients the information provided should be correct. If any information
provided to the customer is not accurate, this can lead to dissatisfaction (Molino, Huaixiu &
Yi-Chia, 14). The organization should always ensure they contain information that is
accurate. To ensure this is done in the right way is to train your employees on the crucial
part of accuracy. The training should much be focused on the skill, train for the efficiency in
expanding knowledge. Teamwork should also be critical as it will solve the issue of a
dependent through colleagues.
Another principle involves clarity; this is how information can be processed. This is
what and how information should be provided. Simplicity is the mother of clarity, but it has
always never received the respect it deserves. Employees talking simply to the clients is
always not easy as it requires less mental effort to process the same information. The
organization should always ensure they have a structure to ensure they increase the
processing of fluency.
Companies need to ensure they have customer loyalty. Always companies should
make sure they are transparent to their clients. When one is transparent, it means that they
are accountable and open on all the policies and programs of the company (Glance,
Andrew & Turner, 245). Whenever communicating to the client, customer care
representative should also ensure they are as more transparent as possible.
This principle is always fundamental especially when the client has a complaint or an
issue and they want to get in touch with the institution. Many organizations have ever
worked hard to ensure they focus on delighting the customer; however, nowadays institution
is more focused on providing they reduce the customer effort. When service performance
and costs are increasing customer, satisfaction is also increased. For the principle of
accessibility to be successful the institution should always be accessible at all time (Menguc
et al., 430). Despite being expensive, the customer service should always be available 24/7.
However, to ensure this is reduced companies have come up with the services where
clients can have self-service options, a situation they can handle the problem by
themselves.
Customer services should always be friendly to the client no matter the issue raised.
There should be a human-to-human approach whenever delaying with clients. Human
interaction may be of nuisance and may have both the negative and positive impact on the
experience. It may be impossible to train employees on being polite and friendly. They may
have it or not; however, when hiring employees, the employer should always be keen.
Being friendly makes the customer feel good.
Finally, we have the principle of efficiency. For a company to have the best service
globally they should have efficiency as one of the crucial factors in customer service due to
the advancement in technology there have been tools used that have bypassed the
yesterday tradeoffs. With email messaging, voice mail use of phone and the live chat it has
improved the efficiency used in today world of communicating to clients.
