Total Quality Customer Service For Business Improvement

Quality customer service is achieved by clearly defining the types of customers and ascertaining their needs; communicating regularly with personnel within the organization; and obtaining feedback on the service from customers. Customer service is the process of being of help or assistance to customers. All employees in an organization should work to achieve a total service package addressing the needs of customers. This can be achieved only where there is:

1. a knowledge of market demand
2. an understanding of the customer's needs
3. a commitment by all employees to the organization's goals and strategies
4. a capacity to put into place workable practices tp establish a quality customer service
5. the provision of the necessary resources to maintain the customer service culture
6. a willingness to decide when change should be made
7. a capacity to review and improve customer service
8. the ability to advise customers about the improved customer service 

Effective Customer Service

The caracteristics of effective customer service  are:

1. Honesty
2. Empathy
3. Delivering on promise
4. Owning the problem

Reference:
Horsfall, Margaret & Turner, Sharon.2010. Office Skills: a practical approach. McGraw-Hill Australia Pty Limited: North Ryde NSW.