CUSTOMER SERVICE

Managing Customer Service

Managing Customer Service

Introduction

Customers are regarded as the king of the market. In this contemporary world, customer service management has become one of the integral ingredients of organization success. Marketing, sales, management, supply chain and human relationship are integrated with each other. The sale of good act has set certain legal rights for customers that are mainly based on; quality, commitment of organization and sale of product as specified in the prescription. The organization has to set policies by keeping the customer sale act under consideration. Managing customer service is very important for the organization in order to make profit at its optimal level (CRM, 2010, pp 1-12). Marketing and public relation is strongly associated with customer service management. Now a days, sales effective sale take place on 360 degree basis. It means, that customer has the authority to give his valuable feedback regarding product. The highly reputable companies take instant action on consumer feedback, which helps a lot in retaining the customers.

Discussion

Marketing and its relevance for manager

The term marketing has come from the work market. Market is a place where buyer and seller meet for the exchange of goods and services. The main theme of marketing is win-win situation; it means that organization and customer both should end up with a value. In simple terms, marketing is all about identifying the needs of the consumers. The relevance bar of marketing important is on the higher side for the manager (Brown, et, al , 1998, pp 87-109). The company growth and development is entirely dependent of effective marketing strategies. If, the marketing strategies are effective, then company will enjoy profit at its optimal level. The marketing department is regarded as the heart and blood of any organization. The marketing strategies of the company have to be right on the money, if the company has to survive in highly competitive environment. This is the reason why relevancy of marketing for manager is on the high bar.

Two legal rights for customers

The trade and sale act of consumer has set some rules and regulations in order to protect the right of consumers. In the consumer protection Act 1982, and trade act 1998 a number of rules are set in order to protect the right of the consumer (www.irishstatutebook.ie). The noticeable rights of consumers which are stated in the act includes; producer liability on defective products and defense.

Producer liability on defective product

The consumer protection act states that producer is liable for selling the defective product to the customer intentionally and unintentionally. The customer has all the right to get the fresh product in return of defective product. The producer is liable to change the defective product; in case of producer rejection on defective product consumer has the right to drag the producer to the court. If, the court finds the producer guilty his license is cancelled immediately.

Defense

In the consumer protection Act 1982, the concept of consumer defense is stated in ...