customer service lesson 101

Customer service (based on Wiki) is the provision of service to customers before, during and after a purchase.
According to Jamier L. Scott. (2002),^[1] “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."

Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Retail stores will often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale.


Customer service is normally an integral part of a company’s customer value proposition. In their book Rules to Break and Laws to Follow, Don Peppers and Martha Rogers, Ph.D. write that "customers have memories. They will remember you, whether you remember them or not." Further, "customer trust can be destroyed at once by a major service problem, or it can be undermined one day at a time, with a thousand small demonstrations of incompetence."^[3]

From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue.^[4] From that perspective, customer service should be included as part of an overall approach to systematic improvement.
Some have argued^[5] that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy.

Maybe to some countries; customer services are their top notch priority in ensuring customer satisfaction guarantee whenever sales or services are made. and this definitely enhances the quality of the company & brings more happy customers in. bottomline here: =happy customers means more they are willing to spend on.

However not everyone emphasizes on after sales / service quality. infact there are those who are superb at marketing their product but once they manage to snag a client; they forgot how to continuaously supporting them and keep' em in their radar. they forgot existing customers can runaway too... they forgot these customers remembers how they were treated and they left out among the key why a succcessful business keeps getting em all - cos their customers keep coming' back to em...

For me; ive suffered a fair range of bad customer service; there were ignorance; impoliteness & simply deceitfulness. sigh. terrible. sometimes i wonder if had they learn anything about treating others fair when they were in school or when they were doing their bachelors?.. sigh...

And some of them can be very disapointing too. As customer; we spent heaps of money or are going to spend a huge amount; that we deserve such good treatment; to be acknowledged & to be noted when we need such assistance. but hey; maybe its a thing in M'sia where clients chase the service people instead. then where is the morality of the customer service?

howcome client chase them instead? err.. might as well we stop wasting time chasing them & find those who are willing to serve us?

didnt these people realise this lacking customer service could cause them major lacking in their profesionalism? seriously?

All i can say is we as clients; ALWAYS take note to those bad services; and say.. okays- there's no more next time. forget about your splendid marketing strategies -- the world will just soon found out &; how word of mouth can just get em'.
so to conclude;

"ONE Happy customer = Satisfied work = the higher chances for customer comeback.+ more new clients introduced. ONE UNHappy customer = more doubtful minds = no chance of return = loss of income

(cant they see the difference?)

So to those businesses with customer services; whats so hard in making sure you satisfy your customer (or future clients) for future reference? i suppose you shouldn't always underestimate your customers....