Customer Service Training Kit (2)

Training Kit on Customer Service

Customer Service

It is the efforts made by an organisation to meet customers' specific needs. The organisation's aim in providing this service to customers is not only to achieve material benefit or economic profit, but also to seek to secure a degree of acceptance for itself and to outperform the competition.

The level at which the service is provided is linked to the cultural and social development of the customers seeking the service, since the world is now strongly oriented towards regarding service quality as a basic right of every customer.

The concept of service is linked to human existence, which means there are two parties, the first being the one seeking the service and the second being the one providing it. The origin or basic source of service is considered to be one party's or entity's need for a benefit that is available with another party or entity.

Handling Customer Complaints

At the outset, you must recognise that there are basic rules in the field of service provision. Among the most important of these rules are the following:

• Complaints are natural things and should therefore not be resisted.

• Excellence in service provision depends mainly on putting the customer in a state of complete satisfaction.

• The customer (the one seeking the service) is always right.

From this standpoint, a service provider who maintains ongoing relationships with their customers is to a large extent given the opportunity for these customers to repeat their request for the service from them personally. Consequently, the feeling of satisfaction and goodwill among customers represents something precious to the service provider, as it is the guarantee of the continuity of their success.