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Customer service is the provision of service to customers before, during and after a purchase. According to Turban activities designed satisfaction – that service has met the “Customer service is a series of to enhance the level of customer is, the feeling that a product or customer expectation."
Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Retail stores will often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale; the perceived success of such interactions being dependent on employees "who can adjust themselves to the personality of the guest, "according to Micah Solomon quoted in Inc. Magazine. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization. Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. To address this argument, many organizations have employed a variety of methods to improve their customer satisfaction levels, and other KPIs.
Customer support services:
Customer support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support.
Automated customer service
Customer service may be provided by a person (e.g., sales and service representative), or by automated means. Examples of automated means are Internet sites. An advantage with automated means is an increased ability to provide service 24-hours a day, which can, at least, be a complement to customer service by persons However, in the Internet era, a challenge has been to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce. Writing in Fast Company, entrepreneur and customer systems innovator Micah Solomon has made the point that "Online customers are literally invisible to you (and you to them), so it's easy to shortchange them emotionally. But this lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human connection in the online arena." Automated means can be based entirely on self service, but may also be based on service by more or less means of artificial intelligence. Examples of customer service by artificial means are automated online assistants that can be seen as avatars on websites. It can avail for enterprises to reduce their operating and training cost. These are driven by
chatterbots, and a major underlying technology to such systems is natural language processing.
Recently, many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. For example, National Express, one of the UK's leading travel companies invites passengers to send text messages whilst riding the bus. This has been shown to be useful as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time. Technology has made it increasingly easier for companies to obtain feedback from customers. Community blogs and forums give customers to give detailed explanations of both negative and positive experiences with an organization. A challenge working with customer service is to ensure that you have focused your attention on the right key areas, measured by the right Key Performance Indicator. There is no challenge to come up with a lot of meaningful KPIs, but the challenge is to select a few which reflects your overall strategy. In addition to reflecting your strategy it should also enable staff to limit their focus to the areas that really matter. The focus must be of those KPIs, which will deliver the most value to the overall objective, e.g. cost saving, service improving etc. It must also be done in such a way that staff sincerely believes that they can make a difference with the effort. One of the most important aspects of a customer service KPI is that of what is often referred to as the "Feel Good Factor." Basically the goal is to not only help the customer have a good experience, but to offer them an experience that exceeds their expectations. Several key points are listed as follows: 1. Know your product – Know what products/service you are offering back to front. In other words be an information expert. It is okay to say "I don't know," but it should always be followed up by "but let me find out" or possibly "but my friend knows!" Whatever the situation may be, make
sure that you don't leave your customer with an unanswered question. 2. Body Language/Communication – Most of the communication that we relay to others is done through body language. If we have a negative body language when we interact with others it can show our lack of care. Two of the most important parts of positive body language are smiling and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them, not at them. And then of course smiling is just more inviting than someone who has a blank look on their face. 3. Anticipate Guest Needs – Nothing surprises your customer more than an employee going the extra mile to help them. Always look for ways to serve your customer more than they expect. In doing so it helps them to know that you care and it will leave them with the "Feel Good Factor" that we are searching for.
Importance of ccustomer service:
Most anyone will agree that customer service is one of the most important parts of your company's overall strategy to conducting business. Without customers you really don't have a business. If this is the case, why is it mostly everyone as consumers can easily mention examples of poor customer service in their daily lives? Every company either has or thinks it has good customer service. However, if certain steps are not taken to ensure this, the reality of their situation is often far worse than their current perceptions. In any successful business or organization, the commitment to customer service always begins at the top, the company's leaders must buy into the fact that they not only need to meet their customer's expectations, they must strive to exceed them. They must develop a company culture that
understands, embraces and executes this concept. In today's world, business competition is tougher than ever. If you can't provide goods or services when somebody wants or needs them, there are often four or five other companies immediately ready to fill this void. You only get one chance to make a good first impression. If the company's leaders do not accept this fact, or are not willing to provide the necessary resources to meet their customer's needs, they will soon find themselves scrambling for business. Proper training is one way to develop a company culture that embraces excellent customer service. Every employee must understand implicitly what is expected of them when interacting with customers. Is there an established, uniform way to answer the phone? Are there set procedures in place for instances when a customer has a question or problem? Is there an established chain of command to make sure that issues are handled in a timely fashion? And most importantly is everyone trained to carry out these company procedures? How you handle the problem is far more important than the problem itself. A customer must always be made to feel as though their best interests are being given serious consideration, even when you can't give in to their demands. It is far better to say 'no' with a smile, than 'yes' with an attitude. Customer feedback is an excellent way to track and measure your level of service. You should not only benchmark your company against your competition, but also against the goals you set for yourself. Once again, you must remember you are trying to not only meet, but exceed your customer's expectations. Written surveys are one way to gage customer satisfaction. This can be useful to obtain feedback on a wide variety of company functions. Always allow for written comments, as these usually will help shed light on problem areas. Management's interaction with customers is an excellent way to not only measure overall efforts, but to also show the level of commitment the company has towards their needs. A manager who does not spend anytime with customers is likely to be detached and unaware of what their employees do and what their customers want. You always feel better if you have the chance to talk to someone who actually sets policy, not just someone paid to carry it out. In today's world of bigger, faster, better you need to be
the company that gets it right the first time, and if you don't, you must quickly rectify your mistakes. If you consistently make this part of how you conduct business, your customer's loyalty will continue to grow. The surest way to continued success and future growth is to not only meet your customers expectations, but to exceed them at every possible turn. Good customer service is the foundation of any business. It provides a platform for continued growth and helps to build your businesses reputation. 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. Good customer service is also about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves, in their turn becoming repeat customers.
An information system (IS) - or application landscape - is any combination of information technology and people's activities using that technology to support operations, management, and decision-making. In a very broad sense, the term information system is frequently used to refer to the interaction between people, algorithmic processes, data and technology. In this sense, the term is used to refer not only to the information and communication technology (ICT) an organization uses, but also to the way in which people interact with this technology in support of business processes. Some make a clear distinction between information systems, and computer systems ICT, and business processes. Information systems are distinct from information technology in that an information system is typically seen as having an ICT component. Information systems are also different from business processes. Information systems help to control the performance of business processes. Alter argues for an information system as a special type of work
system. A work system is a system in which humans and/or machines perform work using resources (including ICT) to produce specific products and/or services for customers. An information system is a work system whose activities are devoted to processing (capturing, transmitting, storing, retrieving, manipulating and displaying) information. Part of the difficulty in defining the term information system is due to vagueness in the definition of related terms such as system and information. Following the pioneering work of Ronald_Stamper, Beynon-Davies argues for a clearer terminology based in systemics and semiotics. He defines an information system as an example of a system concerned with the manipulation of signs. An information system is a type of socio-technical system. An information system is a mediating construct between actions and technology. As such, information systems inter-relate with data systems on the one hand and activity systems on the other. An information system is a form of communication system in which data represent and are processed as a form of social memory. An information system can also be considered a semi-formal language which supports human decision making and action. Information systems are the primary focus of study for the information systems discipline and for organisational informatics.
It consists of computers, instructions, stored facts, people and procedures. ISs can be categorized in three parts: 1. Management Information System (MIS). 2. Decision Support System (DSS). 3. Executive Information System (EIS)
Importance of customer information:
Here is answer to this question The emergence of a global economy, transformation of industrial economies, transformation of the business enterprise, and the emergence of digital firm make information systems essential in business today. Information system is a foundation for conducting business today. In many businesses, survival and the ability to achieve strategic business goals is difficult without extensive use of information technology. There are six reasons or objectives why businesses use information system:
1. Operational excellence.
Business improve the efficiency of their operations in order to achieve higher profitability. Information systems are important tools available to managers for achieving higher levels of efficiency and productivity in business operations. A good example is Wal-Mart that uses a RetailLink system , which digitally links its suppliers to every one of Wal-Mart's stores. as soon as a a customer purchase an item , the supplier is monitoring the item , knows to ship a replacement to the shelf.
2. New products, services, and business models.
Information system is a major tool for firms to create new products and services, and also an entirely new business models. A business model describe how a company produces, delivers, and sells a product or service to create wealth. Example: Apple inc transformed an old business model based on its iPod technology platform that included iPod, the iTunes music service, and the iPhone.
3. Customer/supplier intimacy.
When a business serves its customers well, the customers generally respond by returning and purchasing more. this raises revenue and profits. The more a business engage its suppliers, the better the suppliers can provide vital inputs. This lower costs. Example: The Mandarin Oriental in manhattan and other high-end hotels exemplify the use of information systems and technology to achieve customer intimacy. they use computers to keep track of guests' preferences, such as their preffered room temperature, check-in time, television programs.
4. Improved decision making.
Many managers operate in an information bank, never having the right information at the right time to make an informed decision. These poor outcomes raise costs and lose customers. Information system made it possible for the managers to use real time data from the marketplace when making decision. Example: Verizon Corporation uses a Webbased digital dashboard to provide managers with precise real -time information on customer complains, network performance.. Using this information managers can immediately allocate repair resources to affected areas, inform customers of repair efforts and restore service fast.
5. Competitive advantage.
When firms achieve one or more of these business objectives( operational excellence, new products, services, and business models, customer/supplier intimacy, and improved decision making) chances are they have already achieved a competitive advantage. Doing things better than your competitors, charging less for superior products, and responding to customers and suppliers in real time all add up to higher sales, and higher profits. Example: Toyota Production System focuses on organizing work to eliminate waste, making continues improvements, TPS is based on what customers have actually ordered.
6. Day to day survival.
Business firms invest in information system and technology because they are necessities of doing business. This necessities are driven by industry level changes. Example: Citibank introduced the first automatic teller machine to attract customers through higher service levels, and its competitors rushed to provide ATM's to their customers to keep up with Citibank. Providing ATMs services to retail banking customers is simply a requirement of being in and surviving in the retail banking business. Firm turn to information system and technology to provide the capability to respond to these. Information systems are the foundation for conducting business today. In many industries, survival and even existence without extensive use of IT is inconceivable, and IT plays a critical role in increasing productivity. Although information technology has become more of a commodity, when coupled with complementary changes in organization and management, it can provide the foundation for new products, services, and ways of conducting business that provide firms with a strategic advantage.
Customer service and customer information management has many positive aspects. But it has many some challenges also. It is costly for the companies. Some times data about customer is not correct. Some customers want to keep them secret.
Customer service and customer information has become a part of business in these years. To make high volume sales, and profit margins better customer service and customer information is very important. But his can be done by each company due its cost.
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