Customer Service, Achieving Your Satisfaction

Customer service, achieving your satisfaction

Customer satisfaction

It is the evaluation of a service carried out by the client, this assessment depends on, if the same needs and meet their expectations. If the above is not met, the dissatisfaction is obtained as a result. There are several definitions of customer satisfaction, however, all are summarized that the client is pleased, only if their wishes are fulfilled.

Customer focus as a principle of ISO 9001 2015

According to ISO 9001 2015, the main approach to quality management is to carry out the fulfillment of customer requirements, as well as try to overcome their expectations, and for this, it is necessary to give importance to each attribute or element of interaction withthe same, and take the opportunities that are presented to add more value.

Therefore, companies must understand the needs and requirements, both current and future of their clientele and interested parties, but mainly, to achieve and maintain the confidence of the same. In this way the attraction and conservation of its clients is achieved, this guarantees the sustained success of any organization.

Customer service

It is known as customer service, the set of benefits or benefits granted in the purchase process, and as a consequence a panorama and reputation of the same is obtained. It depends on what the service is like, and if it complies with what is expected by its consumers, to get them to return to the company that provided them with such provision.

Importance of a good service

As the passage of time, it has been detected that the client is more sensitive to the service and attention it receives, looking for the best option for benefit, time and money. This is caused by the growth of competition and the increase in the satisfaction strategies made by the companies, resulting in the service becoming a large promotional sales or the cause of the failure of a company, depending on how thisbe perceived by your clientele.

Client

According to Vertice (2009), the customer is the person or entity that receives the product or service by an organization and through some type of payment. As the passage of time, this has become increasingly demanding and selective, due to the increase in information and knowledge of their rights as a consumer, which leads to companies to increase their efforts to retain them.

Types of customers

There are several customer classifications according to their characteristics. First, two types of clients are defined: internal and external. The internal client is one that is within the company, forms all those people who contribute to the development of the organization, such as workers, directors, relations between departments, secretariat and suppliers, to mention some.

The external client is that individual who does not belong to the company, but is undoubtedMarketing, as well as to improve services to retain or attract more customers.

Customers are also classified as target or target, which are those subjects who, in some way, have no interest in the product or service provided by the company. Potential client, which is characterized by being interested, but without deciding, also a client classified as eventual, which is already defined by being decided to acquire the services of the company, and regular customer, who has availability to take responsibility.

This same author also manages another classification of clients according to their attitude or personality, which is broken down into an executive, collaborator, emotional and analytical client. Each of the types is characterized by having specific qualities in relation to their behaviors and attitudes directed towards the employee or the company from which they obtain their services. They are described as follows:

Executive client

1. Results aimed.
2. Persistent, self-sufficient and controller.
3. Disciplined, formal and determined.
4. Appreciate control and proactivity.

Emotional client

1. Ingenious and enthusiastic.
2. Warm, friendly and communicative.
3. Expressive, fast and pleasant.
4. Motivates others in making goals.

Collaborating client

1. Cheerful, treatable and peaceful.
2. Does not accept pressure and needs trust.
3. He pleases support.
4. Cooperate and give answers.
5. Always point to a leader.

Analytical client

1. Appropriate language.
2. Seek to analyze, think and keep the rules.
3. Discreet, indifferent, calculating and inexpressive.
4. It does not admit errors.
5. You need time to know what you will do.

Properties taken into account at the level of customer satisfaction

• Employee: cordiality, commitment, treatment, attention, speed.
• Product: diversity, monetary value, proportion, quantity.
• Organization: cleaning, order, comfort, appearance.

How to achieve customer satisfaction?

According to Torres (2010) to achieve customer satisfaction and retention, companies need to have established customer service and customer service policies and these must be really effective. In addition, an excellent product or assistance must be offered, and try to add the maximum amount of complementary services, to achieve optimal quality. It is also necessary to develop a service ideology, which must be shared with the other elements of the company, as well as creating a firm commitment to the client, all this to gain enduring relationships with the same.

Principles of customer service

1. It is the client, who evaluates the quality in the service received.
2. Being open to advice and suggestions, favors improvement.
3. All actions must be aimed at achieving customer satisfaction.
4. Satisfaction is guaranteed in price, quantity, duration and quality.
5. Strategies must be oriented to customer expectations and demands.
6. Attention should be customized according to each type of client.
7. The company must reduce the difference between the current situation of its offer, and customer preferences.
8. The quality of the service is based with the established policies, procedures and norms.
9. The design of a service is done according to the market segment.
10. The design of a service is to guarantee the full satisfaction of its customers.

Own elaboration based on Torres (2010) Total quality in customer service.

Customer service is one of the points that are paid more attention to many companies, since customers are increasingly informed and more demanding, therefore establishing a formal service system, can guarantee the success of aorganization.

References

1. Martínez, J. A. G. (2015). Guide for the application of UNE-EN ISO 9001: 2015. Aenor.
2. Mejia, m. C. L. (2009). How can I improve customer service?. Techniques for perfecting attitude in customer service.
3. Mejías-Acosta, a. A., & Manrique-Chirkova, S. (2011). Dimensions of the satisfaction of university banking clients: an approximation through the analysis of factors. Industrial Engineering, 32 (1), 43-47.
4. Morales, j. AND. A., & Vargas, J. AND. (2010). Customer service. Oaxacan Association of Psychology AC.
5. Torres, v. C. P. (2010). Total quality in customer service. IDASPROPIAS EDITORIAL SL.
6. Vertex, p. (2009). Effective complaints and claims. Malaga.