The 2014 Global Customer Service Week

This week, October 6 through 10 is Customer Service Week.

Customer Service Week is an International event devoted to recognizing the importance of customer service and to honoring the people who serve and support customers with the highest degree of care and professionalism. The International Customer Service Association (ICSA) started it in 1988.

What really is Customer Service?

Customer service is the sum total of what an organisation does to meet customer expectations and produce customer satisfaction. There are different types of customer service delivered at different stages. Using a restaurant as an example, Customer service before sale will be welcoming the customer into the restaurant. During sale will be serving the food in a friendly and efficient manner while after sale will be asking the customer if everything was satisfactory.

But what do customers really want?

When a customer decides to buy and use your product or service, they make that decision based on their perception of how that product or service will meet their expectations. This is Perceived Value (PV). The 3 components of perceived value are, quality, customer service and cost. If your customers perceived quality and customer service are higher and your price lower than your competitors' chances are they will buy from you.

Who is the customer?

The customer is any one who comes in contact with your service regardless of their intention or capacity to buy from you. That contact could be by telephone, corporate manifestation materials like corporate profile, website, social media or face to face.

On this first day of the 2014 Customer Service Week, I thank all staff responsible for Customer satisfaction for the exceptional and professional service they continue to render to customers, even as I thank customers too for their valued patronage. Without you, the customer there won't be a business.

Let's continue to Say Yes to the customer.

Regards

Olusoji Oyawoye