Customer Services

Customer Services


We always hear companies should understand their customers in order to continue for their sales and position themselves in the competition market. Whether these companies understand their customers better or do they think they are understanding? CRM and outsourcing implementations are the first comers of the companies in their investments. But, user problems before the evaluations create results that barriers for the company’s success.

Starting to implement customer services without doing any analysis, brings bigger failures when expecting bigger successes. Understanding the concept, building the product and customer satisfaction chain and control continuously in the full cycle, will provide a permanent success for the company and an increase in the business.

Real results will be more visible when customers are included to the internal audits for critical success factors. The daily services and products such as phone, travel, internet, support lines of ours, we are observing the customers satisfaction levels are too low.

You are successfull in the customer services, if:

* You do when you are listening; Solving the problem while talking on the line or helping in advance for saving time of your customer or yours.
* You are solving; Route to another person, in order to solve your customer’s problems.
* You know the value of each customer: And if you are aware the value of positive talking.
* You see the customer services as an investment not a cost: By placing the best people to customer services positions.
* You are authorizing the customer services represantatives : By trusting them that they will do the best for your customers.
* You see your whole company is in the customer services: By involving everybody in the company to customer experiences as Public Relations department.
* You are giving the promises of your brand : Customer Services is one of the direct test point of your brand by your customers.
* You better position your product according to the customer feedbacks.
* You are on the potential problems: By acting to your customers proactively, open and sincere, related with your product and services.
* You are listening customer services represantatives: These represantatives are the voices of your customers in your organization.

Customer services is one of the critical success factors of your business. It will provide a solid foundation and growth in the long term, that’s why it is necessary to focus on.

Mehmet Bilginsoy – December 2008