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Customer service is one of the first and probably one of the most important parameters that are usually evaluated by the company's customers. So it is obvious that there is a direct connection between customer service level and the reputation of a company. "Experience who have individuals with a company, and then what they hear of friends and family influence their perception and probability of dealing with a company shops," says Megan Burns, a senior analyst at Forrester Research, a Massachusetts Based research firm specializes in customer service. It is "absolutely an essential moment of truth for companies." (Yahalom, 2010, p. 1). In order to achieve the universally successful features of customer service - availability and speed, various strategies must be implemented.
The company certainly begins from his employees to be more accurate - from management staff. There is no way to avoid sales, yet it is necessary to hire professional and dedicated people to ensure good customer service and the overall success of a company. In order to introduce all necessary changes and improvements in customer service, it is necessary to understand the needs of actual and potential customers, taking into account each individual situation. There are different strategies for the treatment of customers, for example customer or service levels. Any type of customer service requires financial support. However, it is important not to waste money for hundreds of catalogs, which would be of low use to study the real needs and requirements of customers. Based on numerous new technologies, there is a way to include specially developed software for the inclusion of the communication process with customers easier and more advantageous.Finally, one of the most important strategies with their customers is in contact, especially in cases when there were some problems they had to solve for them.
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Call of the company is undoubted, which is crucial for any operational company, because "it is the overall estimate in which an organization is based on its internal and external stakeholders based on its former actions and the likelihood of their future behavior " (Harrison, 2013, p. 1). Each professional company providing services in such balls as medicine, education, legal questions constantly controls its reputation and reputation and factors that may possibly influence. The relationships between reputation and customer service go in two directions in two directions: On the one hand, good reputation to attraction of new customers contributes to build the competitive advantage, on the other hand, it is not possible to develop a good reputation without being able to offer the customer's quality services And your satisfaction. Customers can influence each other, unfortunately, this fact is not always thoroughly considered by managers, which could lead to a lack of success in corporate operation. "One thing is sure there is a high cost to lose the call, the good under the stakeholders. Experience in the past has shown that a highly treated crisis can protect large chunks from a stock price of a company, eg. B , The share price of Exxon, which has occurred 20% after the Exxon Valdez incident (Harrison, 2013, p. 2). There are usually two major sources of corporate reputation: experience and information. The experience refers to the past Communication of a customer with a company. Information could be obtained from previous experiences as well as in the actual communication either with representatives of the company or with other customers. The call of a company should not be associated with a well-organized communication process with its customers, but it is part of the structure of the company's identity.Overall, customer service is the key to building the reputation of a company, promoting its products and further development, while the poorly built system of customer support could lead to leave the business forever.
Harrison, K. (2013). Why is a good corporate decline important for your organization.
yahalom, T. (2010). How to improve your company's customer service. In a hard economy, the improvement of your customer service can be the key to survival.
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