Customer Service is an organization's ability to supply
their customers' wants and needs. Customers and business
managers alike like to talk about what good customer service is
(and isn't), but I think this definition by ACA Group sums up
what excellent customer service is beautifully: "excellent
customer service (is) the ability of an organization to
constantly and consistently exceed the customer's expectations."Accepting this definition means expanding our thinking about
customer service; if we're going to consistently exceed
customers' expectations, we have to recognize that every aspect
of our business has an impact on customer service, not just
those aspects of our business that involve face-to-face customer
Improving customer service involves making a commitment to
learning what our customers' needs and wants are, and developing
action plans that implement customer friendly processes.
The following is a customer service operation manual for
building a successful online business. With more coming soon.