Quality Assurance in Customer Service

Abstract

In this paper, we try to present the different aspects of customer services. Service is understood by different people in completely different ways. For some, the service - repair shop and an elderly woman in a faded dress in a box marked, "Customer Service" in the center of the shop floor, with complete indifference in responding to questions and complaints from customers. The important aspects of providing services, like quality Customer Service, factors in customer service and the after sales service have been presented in this paper. In the end, it can be said that in order to progress, it is important for an organization to provide the best quality of services to its customers. This is because of the fact that service plays a key role in maintaining long term relationships with the customers.

Quality Assurance in Customer Service

Introduction

Customer service or customer service means, for a one organizational unit in a company, for the benefit or other services of this department or the whole company for the customer. In commercial service are summarized below additional services that go beyond the services already provided a key trafficking operation, they can be provided with or without charge. These additional services may consist of goods services and rights exist. From commercially psychological point of view of interest are surprising and not expected by the customer service forms. Customer service is used - like all other forms of service - mainly commercial enterprises as an important instrument of the profile- commerce marketing (Turban, 2002).

Kathryn has mentioned in her article about customer service. Service is understood by different people in completely different ways (Denton, 2002). For some, the service - repair shop and an elderly woman in a faded dress in a box marked, "Customer Service" in the center of the shop floor, with complete indifference in responding to questions and complaints from customers. For others - memorized greeting "I wish you all good", which says obediently staff. For others - a convenient returns policy goods and service culture. Some managers regard service as a bonus, i.e. as additional volunteer services, which the company adds to the purchase exclusively from their own generosity. Many companies have invested serious money in improving the quality of service. But sometimes these investments bring minimal profit if brought at all, because quality service is a competitive advantage only when the effect on the purchasing decision and clients are able to notice an improvement. For example, reducing the time for registration of the contract of group accident insurance and sickness has less impact on the customer's decision to purchase than the reduction in time to issue an insurance check (Solomon, 2010).

One thing is certain: representing clients on quality service today is radically changed. Today, this definition includes a convenient location, wide range, lead to the commodity group, and efficiency and, at times and competitive prices. The deep nature of the service remains unchanged. People want employees to be courteous, have product knowledge, support and ...