Customer Service Essay

2385 Words Mar 18th, 2014 10 Pages
Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.
Customers expect certain things when they walk into a business, and those with the highest level of service will know how to identify those expectations and meet them to the customer's satisfaction.
However, this process is not as easy as it sounds – customer expectations are a dynamic feature that ebbs and flows regularly in accordance with a wide range of factors. However, when expectations are not met by the performance of your
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Listening to the Voice of the Customer and incorporating the customer's input is essential to obtain lifelong customers. The process is best started by bringing together a cross-functional team of managers who spend several days creating a set of matrices linking what internal management believes are customers' wants and needs to a set of product or service matrices which a company can then measure, track and control.
As a result of these meetings, a list of customer needs is organized and prioritized. During this phase, the customers' requirements, warranty data, product measurements, and competitive offerings are assessed alongside the company's technical ability to meet the requirements.
The next phase is led by the product managers/engineering teams. Product concepts are created and specifications drawn with the most important customer needs addressed. In order to organize and evaluate the data, simple tree diagrams are often used.
The next step

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