Ethical customer service
Páginas: 8 (1873 palabras)
Publicado: 27 de mayo de 2011
ETHICAL CUSTOMER SERVICE
The best customer service policy is to be honest with your customers. Never make a promise to any customer that you will not be able to deliver upon. If you cannot do something for a customer, there is a good chance you're going to lose some business. Unfortunately, many small business owners think they cannot afford to lose customers, and as a result they lie, tellingcustomers they will do things they know they simply cannot. In the short term, the business may make some additional cash, but in the long-term it is devastating.
When it comes down to it, good ethics in customer service may be painful in the short term, but you will avoid problems down the road. If you want to stay in business for a while, and thrive, your best mantra may not be "the customeris always right." Instead, make sure you don't over promise and under deliver.Instead of telling your customers whatever they want to hear, be honest. Tell them exactly what you can do for them. If the customer asks for something you cannot do, tell them so, and explain why.
If the customer asks you to do something you know is wrong, tell them that their request is wrong and why it is wrong.In many cases, customers are not aware that some of their requests could be wrong or illegal.
If a customer keeps asking you to do what you know is wrong, think to yourself, is that really a customer you want or need? Fortunately such customers are a tiny minority that a successful business can do without.
IDEA PRINCIPAL:
Instead, make sure you don't over promise and under deliver. Insteadof telling your customers whatever they want to hear, be honest. Tell them exactly what you can do for them. If the customer asks for something you cannot do, tell them so, and explain why.
KEY WORDS:
HONEST, PROMISE, AVOID PROBLEMS, EXPLAIN WHY ,WRONG, REQUESTS, ILLEGAL, WANT , NEED
ARTICULO 2: http://www.ehow.com/about_6815572_customer-service-ethics.html
CUSTOMER SERVICE ETHICSCustomer service is an important aspect of business development and continuous business relationships. Ethics of customer service define the quality of the services received by customers, which means a business owner has to concentrate on the behaviors and cultures that are cultivated among his front-line customer service staff. In a broader view, even the executive management of companies isinvolved in customer service, although in a passive mode. So customer service ethics are not confined by designations of front-line staff of a business. Instead, they govern the overall image of the organization.
Communication
* Customer service and communication are two entities that cannot exist on their own within a business. In fact, customer service ethics mainly revolve aroundcommunication between the customer service-staff of the organization and its customers. Telephone and email ethics play a prominent role in portraying the image of a business in the minds of customers. Similarly, customer service that is not confined by a code of ethics is merely useless to both the business as well as the customers.
Management
* The common perception is that a code ofethics for customer service operations is meant only for front-line staff who deal directly with customers. While it's essential for every modern-day business to have a code of ethics clearly written in hard copy, it's as important to make each and every employee aware of the document, including executive and managerial staff members who otherwise would be ignorant of such company code governingcustomer service.
Organizational Cultures
* Cultures and habits involving employees are unique to each and every company. As such, the attitude toward customer service may be affected by organizational cultures. Staff cultures, however, are the spirit of the working environment of a business. So a unique culture does not always have an adverse effect on customer service. On the...
The best customer service policy is to be honest with your customers. Never make a promise to any customer that you will not be able to deliver upon. If you cannot do something for a customer, there is a good chance you're going to lose some business. Unfortunately, many small business owners think they cannot afford to lose customers, and as a result they lie, tellingcustomers they will do things they know they simply cannot. In the short term, the business may make some additional cash, but in the long-term it is devastating.
When it comes down to it, good ethics in customer service may be painful in the short term, but you will avoid problems down the road. If you want to stay in business for a while, and thrive, your best mantra may not be "the customeris always right." Instead, make sure you don't over promise and under deliver.Instead of telling your customers whatever they want to hear, be honest. Tell them exactly what you can do for them. If the customer asks for something you cannot do, tell them so, and explain why.
If the customer asks you to do something you know is wrong, tell them that their request is wrong and why it is wrong.In many cases, customers are not aware that some of their requests could be wrong or illegal.
If a customer keeps asking you to do what you know is wrong, think to yourself, is that really a customer you want or need? Fortunately such customers are a tiny minority that a successful business can do without.
IDEA PRINCIPAL:
Instead, make sure you don't over promise and under deliver. Insteadof telling your customers whatever they want to hear, be honest. Tell them exactly what you can do for them. If the customer asks for something you cannot do, tell them so, and explain why.
KEY WORDS:
HONEST, PROMISE, AVOID PROBLEMS, EXPLAIN WHY ,WRONG, REQUESTS, ILLEGAL, WANT , NEED
ARTICULO 2: http://www.ehow.com/about_6815572_customer-service-ethics.html
CUSTOMER SERVICE ETHICSCustomer service is an important aspect of business development and continuous business relationships. Ethics of customer service define the quality of the services received by customers, which means a business owner has to concentrate on the behaviors and cultures that are cultivated among his front-line customer service staff. In a broader view, even the executive management of companies isinvolved in customer service, although in a passive mode. So customer service ethics are not confined by designations of front-line staff of a business. Instead, they govern the overall image of the organization.
Communication
* Customer service and communication are two entities that cannot exist on their own within a business. In fact, customer service ethics mainly revolve aroundcommunication between the customer service-staff of the organization and its customers. Telephone and email ethics play a prominent role in portraying the image of a business in the minds of customers. Similarly, customer service that is not confined by a code of ethics is merely useless to both the business as well as the customers.
Management
* The common perception is that a code ofethics for customer service operations is meant only for front-line staff who deal directly with customers. While it's essential for every modern-day business to have a code of ethics clearly written in hard copy, it's as important to make each and every employee aware of the document, including executive and managerial staff members who otherwise would be ignorant of such company code governingcustomer service.
Organizational Cultures
* Cultures and habits involving employees are unique to each and every company. As such, the attitude toward customer service may be affected by organizational cultures. Staff cultures, however, are the spirit of the working environment of a business. So a unique culture does not always have an adverse effect on customer service. On the...
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