Four Tenets of Quality Customer Service

Miro Medvedec spent five years with DME Company in Madison Heights, Michigan, as manager of the Ohio customer base. In addition to promoting new products among the existing customer base, Miro Medvedec focused his efforts on improving the company’s overall level of customer support.

The importance of exceptional customer service in any industry cannot be understated. Businesses can improve customer service by focusing on four key areas: reliability, responsiveness, product quality, and communication. Reliability is the underlying theme of all customer service efforts. When a business claims a product or service will be provided, those claims should be consistently met. When a company fails to make good on these promises, customer support representatives must act immediately. This leads to the second tenet of quality customer care, responsiveness. Studies have shown that the majority of customers will return to a vendor that has made mistakes in the past if those mistakes were corrected in an effective and personable manner.

The product itself plays a key role in customer care. A high-quality product is one of the most direct ways to reduce customer complaints, while a product that delivers more than promised can lead to invaluable word-of-mouth advertising and a growing customer base. Finally, interoffice communication is vital to any successful customer service operation. No single employee can fulfill every customer need, but an open channel of communication between multiple departments can shorten the time in which customer issues can be resolved.


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