Reasons for Customer Service Policies

Customer service is defined by (wiseGEEK. 2017) as the act of providing customers with helpful and positive experience, before after and during purchasing something, others like Staff, I. (2017) said that “customer service is the process of ensuring customer satisfaction”, anyway we look at it customer service focus on customer satisfaction. This report is based on customer service at Secrets resorts and spas in Montego Bay, where the researcher is a manager and the job description is the promoting of a customer-focused culture and to train and develop staff to provide quality customer service. This report will be in the four-paragraph format and I will discuss the reasons for using customer service policies in this Organization and the importance of having customer service policies in the organization.

Research findings:

Reasons for customer service policies:

• Gives a stable competitor advantage.
• Promotes a good working environment.
• Increase cost efficiency.

(prezi.com, 2017)

The importance of having customer service policies in the organization:

• Make or break a reputation.
• Customers will pay more for better customer service.
• Customer service has a big impact.

(Desk.com, 2017).

In an organization, customer service is the backbone of how the business survives and this is the customer expectation of a business, good customer service and exceeding expectation (Nimetz,2017). Implementing customer service policies so that employees and employers alike will be on the same track as to how the customer service policies work in that organization, there are some reasons as to why customer service policies should be implemented theses are as follows. Customer services policies give a stable competitor advantage, this means that the competitor is selling the same service or product at the same price or maybe in the same location, what would make the difference is the customer service, this is what keeps the customer coming back. customer service policies also promote a good working environment to do this, employers have to motivate staff so that they can provide a good working environment for others and show that they are positive about the company customer service and doing all of this will increase cost efficiency by rising customer retention which will improve profits and in return customers will tell others of the great customer service they receive hence promoting the business (prezi.com, 2017).

Conclusion

Customer service is very important in the hospitality industry and business overall as customers spend money where they feel valued so implementing policies so that everyone can be on the same page and deliver impeccable customer service is a great idea (Williams, 2017). Customer service policies make or break a reputation, in this modern world where technology is at the tap of the finger and different reviews can be posted right there and then. People are more prompt to post bad reviews and these reviews are what other people view to see if that organization is for them (Desk.com, 2017). It is a fact that customers will pay more if the customer service is much better than the competition that is selling the same product or service.desk.com 2017 states that “Surveys have shown that 86 % of consumers would pay more for a better customer experience”. People will always pay more if they think that they are getting a value for money which includes premiums experiences, early and better feature of whatever service they are purchasing (Desk.com, 2017). The essential point is that customer service has a great impact on the organization, it is a lot cheaper to keep your existing customer than to get new ones, with the cost of advertising and promotion.desk.com, 2017 said that “The U.S. Small Business Administration claims 68% of customers leave because they’re upset with the treatment they’ve received”, this cost business a lot of money trying to build back their reputation and get back customers (Desk.com, 2017).