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Customer Service Projects

Customer service projects are special programs which are aimed to bring customers’ satisfaction. Each sphere of business or any activity which involves consumers requires adequate and qualitative customer care. There are several components of the customer service projects which should be observed: people who are responsible for the realization of the projects, their types, benefits, and challenges of such projects.

How It Works

The first and foremost figure in a customer service project is a project manager. This person is responsible for the fast and adequate communication between customer service team and customers. Art of management is an object of a particular investigation. Nevertheless, the skillful and trustworthy manager is one of the cornerstones of the successful customer service project. However, even the most skilled manager cannot handle all the service alone. The manager needs a team. Thus, a skillful team is the second major component of the customer service running like clockwork. The atmosphere in a group and the possibility to cooperate efficiently are the essences of any good job.

All components of such projects serve one purpose: providing qualitative service. There are different types of projects which may require different skills and amount of resources. However, each of them should satisfy customers’ needs in communication with the provider of the services. The most common type among customer-oriented projects is telephone service. Telephone customer service is the most widespread way of communication between a provider and customers. Mobile operators, shops, and startups follow this client-based approach. Despite its availability, the telephone customer service causes much of stress for people who handle the customer service project. More advanced and technological project is online support via instant messages. People can ask their questions and take immediate response. Moreover, this way is easier for both sides of the communication. Another popular way of customer service providing is the operation of customers’ comments on an exact product or service. Both, in online and written way, customers make contact with the provider to keep the quality high. Interpersonal communication is the best variation for the customer service projects providing. This level of attention shows high company’s attention toward its clients. Nevertheless, this approach is the most demanding too.
Qualitative customer service projects increase chances of the successful business furtherance. The loyalty of customers is acquired in many ways, and customer service is one of the most important among them. The lack of the best quality on the market can be replaced by the attentive attitude to the customers and will keep them loyal to the provided services. Such position convinces customers that they are unique and special. This feeling is the crucial target of service providing and communication with customers. Moreover, people search for this feeling in the great variety of goods and services. An additional benefit from successful customer service projects is the company’s reputation. Reputation plays the role of the social capital which has almost the same importance as the material one. With the status provided by qualitative customer service, the company acquires recognition and possibilities for the future development.
Above all positive aspects of the customer service projects, challenges and difficulties should not be ignored. The most significant problem for people who perform tasks in the project is the high amount of stress. Communication with clients may be difficult in emotional and moral aspects. Moreover, it is hard to stay focused, and professional during a significant period. Besides, even the most skillful worker may leave a customer unsatisfied and angry. However, applied efforts are paid back threefold.

References
Jasmand, C., Blazevic, V., & Ruyter, K. D. (2012). Generating sales while providing service: A
study of customer service representatives’ ambidextrous behavior. Journal of
Marketing, 76(1), 20-37.
Juttner, U., Schaffner, D., Windler, K., & Maklan, S. (2013). Customer service experiences:
Developing and applying a sequential incident laddering technique. European Journal of
Marketing, 47(5/6), 738-769.
Santouridis, I., & Trivellas, P. (2012). Investigating the impact of service quality and customer
satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330-343.
Setia, P., Venkatesh, V., & Joglekar, S. (2013). Leveraging digital technologies: How information quality leads to localized capabilities and customer service performance. MIS Quarterly, 37(2), 565-590.

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