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LESSON #1 Importance of Customer Service To Create Loyal Customers
LESSON #1 Importance of Customer Service To Create Loyal Customers
Introduction
Most businesses value the relationship with their customers as the heart of their success.
Customers are the base for the company’s profit. Knowing how the relationship between the
company and its patrons works means the company knows how the business makes money.
Meaning of a customer
Customers are individuals, households, or organizations that are the reasons for a
company’s business activities. They are the people or organizations whom the company
creates value by its activities and products. The people who needs the business
assistance to address their wants and needs through products and services offered.
Customers are persons or institutions who come to a business with their needs and
wants. It is the business’s job to fill them.
This means that without the customers the company would not exist. It also means that
the customer is the most important target for the company’s activities. They deserves
the most courteous attention the business can give them. They are the lifeblood of
every business.
Product dissatisfaction: -they are dissatisfied with poor quality and performance of the
product. E.g. fault product.
Poor services: -they are dissatisfied with the level of service that does not meet their
expectations. E.g. slow delivery, poor communication, promises not accurately carried
out.
Better prices elsewhere: -they are dissatisfied with the price level of the current
organization, and have found better prices to another organization.
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Unprofessional and incompetent personnel to handle their inquiries and concerns. E.g.
rude staff, uninformed staff.
Types of customers
There are many categories of customers. however, the two main categories of
customers are:-
o Internal customers
o External customers
Internal customers
Internal customers are the employees of the company. They become customers when
they buy the company’s products or services. Example, managing director, subordinates
and others.
External customers
External customers are individuals or organizations outside the company, who look for
the company’s services or products. Example people who are looking for services or
products from CRDB Bank Plc and are not employees of the Bank are its external
customers.
Generally this type of customers includes people who visit businesses to buy goods or
services, stakeholders, the government and others.
The existence of the business activities depends on its customers. For any business
there is always a customer for whom the work is done and the mission for the service
are in helping the customers.
The customers use the products and services provided by the company to address their
needs and wants.
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By using the products and services of the company, the customers in turn provide the
company with income, which is essential for the existence of the business.
Thus the value and success of a business depends on its customers. Customers are the
base for the company’s profit from its activities.
Customer services refer to the set of activities and programs undertaken by a business
to increase the value customer receives from the product and service they purchase.
Such activities and programs may include: Product returns policy; Shopping carts, Free
shipping; Demonstration of merchandise; Display of merchandise; dressing rooms,
parking; quick delivery; credit; ATM terminals; personal assistance in selecting
merchandise; etc.
It describes any or all interactions which the customer has with the organization while
conducting business.
It is the ability to provide a service or product in the way it has been promised
It is also about treating customers with respect, individuality, and personal attention
Customers services is thus “the sum total of what an organization does to meet
customer needs and expectations and produce customer satisfaction ”.
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o Reduces customer churn: -people want to buy from places that make them feel
good. Creating an experience that is memorable and enjoyable for the customer
will help to keep them coming back for more and not churning away.
o Reduces the stress of a business: -satisfied customers cause less stress.
Customer service is designed to match the needs of customers in terms of
efficiency, reliability, fulfilling orders or commitment, professionalism, friendliness
and expertise of employees.
o Motivate firm’s business team: -Satisfied customers bring job satisfaction and
increase motivation to firm’s employees and therefore make them happier even
outside the firm.
o Lower employees’ turnover: -where people works happily, job turnover is
minimal. Good customer care or customer service can be a remedy of minimizing
jobs turnover.
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o Credibility of the service offered: - a good customer service is trustworthy. It
does what it promises to do for its customers. Everyone in the organization
perform their duties in a manner that passes the credibility test.
o Consistency of the service level offered : -a good customer service has an
established pattern of behaviour to provide accurate and same services every
time they serve their customers. Steadiness in service provision creates long
term customers.
o Provide a win-win solution to its customers: -a good customer service provides a
win-win solution to its customers as the best solution. The customer wins
because he gets what he feels is a fair solution, and the company wins because
it gets to retain some profit and keep a repeat customer.
o Ensure customer satisfaction: - a good customer service is always making sure
that the customer is completely satisfied and that a situation has been
completely resolved. A good customer service associate is taught to ask a
customer if there is anything else that she needs done before the call is ended.
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