Customer Service Department: The Pulse of the Organization

In an uncertain economy, businesses of every nature are in a competitive champagne to acquire, keep, and satisfy elusive customers. Amazing discounts, two-for-one values, and block buster weekend sales are demanding the customer's attention. The businesses that satisfy the most customers on a consistent basis will probably be the business that survives the economic downturn. As a result, the Customer Service Department in every organization becomes the single most important unite in the company. The Customer Service Department exists for many reasons. It is the place where the customer wants to come to resolve questions and situations regarding products and services. Among the list of services rendered by CSD department involves:

• Customer Inquiries
• Product Order and Return
• Account Maintenance
• Personal Transactions
• Technical Support

Imagine the challenges a company would face without a legitimate Customer Service Department.

The nature of a Customer Service Department varies from company to company. For instance, grocery stores, electronic stores, and clothing stores operate slightly difference in several aspects:

• Grocery Stores handle small transactions such as cash exchange, money order purchasing, and utility bill payment.

• Clothing Stores allow special orders, online purchasing, merchandise returns, and store or credit card payments and adjustments.

• Electronic Stores offer technical support, parts replacements, and software and hardware upgrades.

Regardless of the type of Customer Service Department, the greatest companies have a certain ripple effect that goes beyond the company directly into the community. A strong community helps spark the economy and results in satisfied customers whose needs are continually met. Satisfied customers produce more customers who are looking for satisfaction. Thus a company grows when the CSD shows a welcoming and delightful attitude in rendering quality service regarding the problems and needs of customers. Outstanding companies are built on the operation of a great Customer Service Department.

Therefore the number one priority of every Customer Service Staff must be to meet and exceed customer expectation at all times. It must eat, drink, and sleep customer service if it wants to outwit the competition and survive a spiraling economy. A satisfied customer helps the economy by spending more and encouraging other to spend more. Word of mouth regarding a company's CSD reputation is still the most effective among other marketing techniques.

How does the Customer Service Department as well as all other staff go about keeping customers happy? A great attitude toward the customer is the magical solution. According to a number of surveys "68% of customers do not return because of employee attitude. (Reference 1)" Therefore, company staff must sincerely value the customer above all else. It is only because of happy customers that a company's bills as well as the employee's bills are being paid. Secondly, the staff must always seek to create a mood and atmosphere of receptivity no matter what the question, problem, or compliant. Even disgruntled customers come to appreciate professional and friendly service over time. Customers feel empowered when they are treated as top priority, right or wrong. When it comes to fulfilling the customer's needs, strong and progressive companies sacrifice pride and humble themselves at the feet of the customer. That is one of the major reason they surpass the competition. A company of employees that values sales over customer appreciation will slowly if not quickly find its customers becoming more and more elusive until the customer is tempted by the kindness of the competition.

All in all the Customer Service Department is the bread and butter of any organization. A company must spend a great deal of time in both training and installing a customer- centered attitude in its employees. Although store discounts and bargains must continue to attract customers, the superb attitudes of the customer service department as well as all store employees must keep the customer coming back time in time again.

1. Adams, Cary W. (n.d.). Customer satisfaction and Customer loyalty... Adams SixSigma. Retrieved July 30, 2009 from http://www.adamssixsigma.com