Customers Direct Point of Contact - Customer Service Representatives

by Steven Robert - Date: 2007-03-02 - Word Count: 791 Share This!

Customer service representatives (CSRs)
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. First point of customer contact for general inquiries like pricing, products, scheduling etc maintain business relation with clients by providing accurate service so as to promote customer loyalty.

CSRs are people employed by companies to serve as a direct point of contact for customers. In the 24/7 worlds today companies need to secure their customers receive an adequate level of service or help with their questions and concerns. Such customers may be individual consumers or other companies each with different needs. Many companies provide customer service to path of the telephone through call centers. The Customer service representatives interact with customers to provide information in response to inquiries about products or services. They also handle and resolve complaints and communicate with customers through a variety of means. Telephone is the most famous but increasingly customer service is supplied by e-mail. Faxes and regular mail parallelism and even a direct meeting can also be used by the CSR. Some customer service representatives handle general questions and complaints, whereas others particularize in a particular area.

Customer Service Representative is explain by the following points: -

1. Customer Services

"Good customer service is the lifeblood of any business."

Excellent customer service is one of the few ways to achieve a sustainable competitive advantage. Customers are satisfied or dissatisfied with the level of customer service provided by CSRs. Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long. Customer Services are increasingly changing the way customers interact with firms to create service outcomes. Good customer service can increase your customer loyalty rate, leading to greater profitability.

2. Customer Satisfaction

"No business can exist without customers."

Customer Satisfaction may be measured directly by survey and expressed as a percentage, such as Percent of Customers Completely Satisfied. Providing good service in a pleasant manner and meeting the customer's expectations is also known as Customer Satisfaction. Customer satisfaction is the fulfillment of customers' requirements or needs.

Consider this, only 4% of all customers with problems complain. The average customer with a problem eventually tells 9 other people.

In other side, three types of relationship were identified:
1. Satisfaction-as-love
2. Satisfaction-as-trust
3. Satisfaction-as-control

Each responded to the same failure in different ways. Satisfaction-as-love customers had emotional bonds with the product category and thus reaffirmed their loyalty following the failure. Satisfaction-as-trust customers saw the service failure and inadequate recovery as a breach of the brand's implied promise and thus excited the relationship. Satisfaction-as-control customers took charge of the situation, using their status to improve their situation and then defended the brand.

3. Customer loyalty
Multiple regression analysis assessed the impact on customer loyalty of four key constructs of relationship marketing: -
1. Trust,
2. Commitment,
3. Communication,
4. Conflict Handling.

These four variables have a significant effect and predict a good proportion of the variance in customer loyalty.

The stairs of Customer Loyalty shows you how to consciously shape a plan for developing your customer relationship skills in a more congruent manner and is a benchmark in fostering and promoting permanent customer relationships for businesses of all sizes.

4. Customer Orientation
There are seven keys that strongly indicate a customer orientation attitude:
- Thinking and talking about clients a lot
- Continually assessing your customers' perceptions
- Resolving priority issues in favor of the customer
- Giving in, compromising, adding value for the customer
- Making amends to customers for poor treatment
- Employing a "whatever it takes" policy to satisfy special needs
- Redesigning processes, re-deploying resources and when they get in the way of service quality

5. Mass customization
Mass Customization is a way of building and selling products such that the product features are broken down and offered to the consumer as choices. Mass customization, in marketing, manufacturing, and management, is the use of flexible computer-aided manufacturing systems to produce custom output. Those systems combine the low unit costs of mass production processes with the flexibility of individual customization.

The flourish surrounding mass customization increased dramatically with the advent the Internet. Companies saw how e-commerce could allow an individual customer to tailor a product to his or her own specifications and then order it. The vision of mass customization seemed to promise manufacturers several benefits: They could offer service, achieve greater levels of customer satisfaction and loyalty, gather advance information on market trends, and reduce inventory levels.

So, what I learned from my research was delivering consistently good service quality is difficult but profitable for service organizations. In many services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of the service firm. So, that service quality is highly dependent on the performance of employees.

Posted by:
Marketing Team
Call Centers India Inc,

Related Tags: customer care, customer services, call center, call center services, call centers, outbound call center, inbound call center, csrs, customer service representatives

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