Customer service is an important business function for any organization that relies on customers or clients for profit. Having customer service objectives and planning strategies to meet them helps companies generate better relationships with customers.
The underlying functional objectives of customer service are to resolve service issues, improve the customer experience, and generate customer loyalty. Related objectives include quantified levels of positive feedback or satisfaction scores, successful problem resolution, and customer retention.
Setting standards, offering training, and rewarding success are key facets of building and maintaining an effective customer service department. Service employees must be trained in conflict resolution and general service etiquette to achieve objectives. Rewards and incentives for measured accomplishments help motivate repeat performances.
Add-on selling is actually a component of customer service. Good sales and service associates realize that if you offer customers accessories, extra features, or add-ons that extend the value of their purchase, customers have a better overall experience.
Neil Kokemuller has been an active business, finance and education writer and content media website developer since 2007. He has been a college marketing professor since 2004. Kokemuller has additional professional experience in marketing, retail and small business. He holds a Master of Business Administration from Iowa State University.