Quality customer service - the path to the success of any organization

Quality customer service is one of the leading components in the external relations of the organization. After all, this factor largely determines its competitiveness. Improving the organization of relationships with customers leads to the need for companies to pay more attention to this direction. Thus, the standards of customer service should be considered as a structural unit of the corporate culture of the enterprise, which will allow to find effective approaches to their formation and implementation.

Customer service, as part of a corporate culture, can be traced as a kind of social culture in general. That is why the core of this culture should be a certain system of values, which, in turn, is determined by the idea of norms, standards and rules, which implies their mandatory compliance with the organization.

However, it must be remembered that it is not enough just to establish certain norms, rules and standards for the proper behavior of the staff. It is also necessary to form a certain value base, which sets the general direction of the organization's work in this sector, and the adopted norms will be responsible for its specification.

Thus, customer service is a certain component in the corporate culture of the company. It is a manifestation of the dominant values there and sets specific standards of behavior. Therefore, under the standards of service, it is necessary to understand the rules and norms of behavior considered by the organization to be mandatory in the process of working with clients.

Based on the above, it can be noted that the organization can perform customer service either "spontaneously" or with the implementation of certain requirements. At the same time, a company working without standards will depend very much on certain people, employees, as well as on their mood and behavior of the client. And at the enterprise, where the service is carried out on the basis of certain rules, a certain manner of communication will be traced. The concept of behavior with the client.

The quality of customer service is determined by standardized parameters of behavior, the main of which are:

- facial expressions and gestures;

- vocabulary and speech formulas;

- Proxemics, expressed in the observance of the necessary distance at which the employee must communicate with the client;

- Appearance of the employee (clothes, make-up and decorations);

- speed and service time;

- security in the process of communication.

The content of service standards is determined by some internal and external factors of the organization's functioning. Their effectiveness depends on the awareness and consideration of factors when developing these standards. These factors include legislative support, cultural norms, features of services and goods offered by the organization, etc.