What Does Good Customer Service Mean to You?

25 April 2016

"A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption on our work. He is the purpose of it. He is not an outsider on our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so." - Mahatma Gandhi

It is fairly simple for companies to come up with a superior product offering or process solutions, which can be easily imitated or bought by competitors at any time. However, what really makes a difference and affects the bottom line is the human capital - people buy from people.

With South Africa's current service delivery crisis and being labelled as "the protest capital of the world - " it is frightening to think just how much customer service and relationship building impact on the overall reputation and bottom line of organisations. Everybody, in the company is responsible for customer service.

Below are 10 customer service questions that you need to ask yourself. Reflect on the answers to these questions and evaluate the level of customer service you are receiving from your current suppliers:

What unique service does your supplier offer you that makes you feel valued?
What kind of aftersales service do you receive? How effective is the support that you receive?
How quick are your suppliers' turnaround times?
How long on average does the call centre make you wait? Are you required to speak to a human being or a machine?
If you could end your contract immediately, will you do so because of client service?
Does the supplier get upset when you vocalise your frustration or do they know how to pave a way forward?
Have the staff at the supplier been adequately trained to know your business and meet your needs?
Is the service level you are receiving of the same quality as the client service?
Does your supplier have a means of allowing you to give feedback and constructive criticism so that they may improve?

The Working Earth is an accredited and award winning advertising agency with wide variety of satisfied clients in various industries. We are a customer-focused and we work with you to quickly attract skilled, quality candidates to your organisation.

One of our key objectives is client satisfaction - we support our clients every step of the way. With regards to our JONTI e-recruitment tool; we have a dedicated call centre to attend to client and candidate queries. JONTI trainers train and assist clients with the JONTI tool and our client relations officers are always available to attend to all of your needs. Our advertising and response management clients are always impressed by the quick turnaround times and the after sales service provided.

Not getting after sales support? Visit our website now on www.theworkingearth.com or call us on 011475 9668.

Author:Tarryn Nel, Client Relationship and Training Officer (The Working Earth)

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