Re-engineering Customer Service

About the Book

With the competitive global marketplace environment and many other business challenges, it is vital and very necessary to leverage the social channels for a superior customer experience. In developing the 21st Century workforce, it is important to understand that your clients are already using more avenues than ever to reach out to you through the Internet and social media. It may be prudent to consider whether if you can deliver expected customer service experiences that your customers want on these same social media channels, as well as many of these emerging communication technologies? Or, will your customers be disappointed when they cannot find anyone there to help. The conclusion is to acquire the right customer service skills to master these new channels. Social media is about engaging. It’s about talking to your customers rather than talking at them. It’s about listening to their responses and providing feedback. It’s about building relationships and community.

About the Author

This book highlights the extent to which the concept of customer service in all aspects has shifted and gives the reader a new way of thinking about how customer service is approached in our everyday business environment. The reader will notice that over the past few years we have witnessed significant changes in business and the economy which have impacted on the way organizations and customers relate to service. One of the main changes is the move from a transactional economy to a relationship economy – which has altered how customer service is viewed in relation to business performance. Additionally, the reader will notice that it has become more and more evident that today’s customers are savvy, discerning and demanding. They expect organizations to relate to them as individuals, not just as transactions and this is affecting the whole value chain. Customer service expectations are part of interactions with customers, suppliers, partners and internal customers with the quality of an organization’s relationships becoming a determining factor in their success. So, if satisfying customers is becoming more difficult and the links with business performance more evident how can you make sure your customer service has a positive impact?