Cap Stone for MBA-Tittle Customer service-

Customer service as a powerful marketing tool
1.Customer service is done for the customer-Companies learned that if they were proactive with their customer service efforts, they could acquire and keep customers more easily. Customers were drawn to companies that clearly communicated their business message: The products and services had value and they were supported by the company. An even more proactive approach was the offering of guarantees. while guarantees often came with manufactured products when they purchased, many companies never explicitly communicated their guarantees to the public. As customers became more educated and aware of what they received for their dollars, they began demanding companies support what they sell. those companies that promoted-marketed-their guarantees also acquired customers more easily and at a lower cost. That is because the risk of the purchase is transferred from the customer to the seller.2. twelve customer service marketing techniques to build your business:(a).frequent buyer program-it reward your best customers for continuing to do business , the more they buy form you,the more more you give back to them. (b).frequent referral programs-thank you card,telephone call, flowers, small gist (under $10),gift certificate.(c).Thank you card,d.holiday and birthday cards.(d)Newsletters.-a great way way to keep customers informed of what is going on in your business.(e)Confirmation calls-telephone confirmation calls work well in any type of business.(f)Reward and recognition programs to your customers.(g)Employee recognition and reward programs-because employees are customers too.(h)recall and reactivation programs. (i)satisfaction guaranteed.(j)Treat employees as customers.(k)Customer special events-the great way to strengthen relationships.(l)strategic customer alliances.(m)Measuring the power of customer service-focus passionately on your customers. conclusion:good customer service are 3P ( passion,patient and pleasant).