`It is important to consider service encounters from both the customer and service provider points of view.` Discuss and evaluate this statement within the context of multiple service encounters within a firm or firms of your choice and with which you are

Customer Service Industry

Introduction

Customer service is often associated with marketing and sales that to be a customer service representative , one has to sell an idea , a product or services . This has been a great contributor for each industry 's development and success (Customer Service Group , 2006 . In today 's business , consideration on customers ' opinion is critical to every business . Customer service staffs are considered to be the front liners of the business and are expected to perform at their best whenever possible . Customers ' loyalty cannot be bought (Dennis 1997

) but with the fast paced of the business , quality service at times is compromised leaving customers with nothing but bad experiences to share with

It is true that without customers , a company cannot survive Whatever be the nature of a business , customers are the ones that sustain the existence of the business through patronage , consumption of goods and service or even the word of mouth advertisement . This is the reason why they are called the lifeblood of the business and that business owners are capitalizing on extensive customer service trainings and workshop for improvements purpose . But more is at stake on this matter . Business owners may consider the possibility of allocating huge budget and great deal of time out for the staffs so they can attend the trainings thus compromising the operations regular workflow . Is it really important for the business to consider upgrading the staffs customer service skills ? How about customers ' feedback ? What importance is there for such feedback ? A careful analysis of the encounters between customers and service crews will be considered as answers to the above questions and how these encounters affect the whole business

Analysis

Positive Customer Service

Scenario 1 : A colleague who works for a famous skateboard company in the United States is assigned to the catalog section . Callers are mostly from eight to 30 something years old and during holiday seasons , parents are the ones calling to skateboards for their children . One of the calls she handed was from a teenager boy who is just starting to skate . With the consent of his mother who barely speaks English , the boy was allowed to place the while the mother waits for her turn to provide her credit card information to my colleague

The young boy is unaware of the fact that the size of the deck trucks and wheels need to be chosen discretely for safety purposes . My colleague , who has been with the company for three years and has been on the -taking department for quite sometime , assisted the young boy with his s , giving suggestions on the right deck for his height and weight , the appropriate size of trucks and wheels for his deck . The call took 35 minutes to finish but the result was just overwhelming . My colleague 's supervisor was requested to take the call after the was taken so they can inform him of how excellent the service they received

My colleague never regrets each day...