Very poor customer services can have a major negative affect on profits, sales and the reputation of a company. In the most damaging of situations it can even bring a company down to where they can no longer exist in business. Yes customer service is an essential part of every organisation and the role of communication is of massive importance.

I am involved with customer service on a daily basis as I offer a jobs in foster care and Voucher Codes. I also work with a company that offers people the opportunity of obtaining high quality composite doors.

So what would be classed as excellent customer service? What would be classed as very good customer service communication skills? Well these are the questions that the top management of each and every company need to know the answers to. I will be giving my opinions in the rest of this article; I hope you enjoy the read.

A typical example and a very common mistake:

Just think for a moment and ask yourself the following question, if you don’t mind! How many times have you been promised a call back from a customer services representative; when in the end they fail to call you back? I am fairly sure that the majority of people will have experienced this annoyance. You end up having to chase up the company by telephoning them back. There is always an excuse of course - I was going to phone you back however I was just waiting for a colleague to get back to me. Sorry but that just is not good enough, the customer services worker could and should have phoned me on that day, the day they had said that they would, to inform me that they were still awaiting for information from their colleague. If they had done this I would have classed them as having excellent communication skills.

I, being the type of person that I am, will then relay how badly I have been treated at the hands of this company to my family and friends. They then in turn are likely to continue to spread the word as to how poor this business is in the ever essential role of communication. As you can see sales could quite easily be lost due to this most simplest of mistakes.

 

Tags: communication skills, customer service, customer services, customer services adviser, Poor customer service

This entry was posted on Saturday, February 13th, 2010 at 7:00 pm and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.