In my search for a definition of good customer service I came across the following from different companies:
- All the activities required to accept, process, deliver and build customer orders and follow up on any activity that erred.
- Timeliness and reliability of getting materials to customers in accordance with a customer’s expectation.
- A complex of activities involving all areas of the business which combine to deliver and invoice the company’s products in a fashion that is perceived as satisfactory by the customer and which advances our company’s objectives.
- Total order entry, all communications with customers, all shipping, all freight, all invoicing and total control of repair of products.
- Timely and accurate delivery of products ordered by customers with accurate follow up and enquiry response including timely delivery of invoice.
- The building of bonds with customers and other market groups to ensure long-term relationships of mutual advantage.
- A process which provides time and place utilities for the customer and which involves pre-transaction, transaction, and post-transaction considerations relating to the exchange process with the customer.
Noticed how widely definitions vary from one company to another? While we may struggle to define good customer service, I’m sure about one thing: We all know it when we get it.
So, what’s your definition of good customer service?
Herman D. Alvaranga is President of the Caribbean School of Sales Management.