How can a company's customer service be improved?

Expert Answers
mrkirschner eNotes educator| Certified Educator

Everybody seems to realize that there is a consumer perception that customer service is lacking in the business world today. What is more difficult, however, is how to reverse this perception and make customers feel good again. This is much easier to achieve in the small business community than it is in large companies. Ultimately, customers want to feel important. They are spending their hard earned money on your company and they want to feel welcomed.

One strategy for improving customer service is improving communication. Customers want to get to know you and what your company is about. This can be accomplished by being available and willing to communicate with customers. Businesses need to be available for their customers at all hours. Most customers are more comfortable talking to people than they are machines. Having questions answered on the Internet is not as important as customers being able to talk to knowledgeable professionals in person or on the phone. If it is a small company, speaking with the owner or management of the company is even more important. In a small company setting, availability of ownership is an important component. The customer feels that they are speaking to the person with the most knowledge and that has the greatest stake in keeping them happy. Improving communication and availability are the most important strategies that can be utilized to improve customer service for a company.