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MARKETING PERSPECTIVE

We can consider at two levels for our Customer Service Excellence.

• Firstly, if we cannot offer an excellent service, then there is no point spending valuable resources – people, time, and money – on marketing it. Do you agree?
• Secondly, the marketing activities of your organisation or your own job will help you to determine customers’ wants. Then you can decide what you offer and how you are to deliver that particular service.

Customer service excellence implies optimum use of available resources and doing the right things. This means increasing productivity, effectiveness, efficiency and reducing wastage. Customer service excellence should be the guiding credo.

We are aware that our customers are becoming increasingly more demanding in terms of service quality. Satisfying them is no longer enough! Service delivery must continuously improve to delight them!