Good Customer Service Vs. Bad Experience I Had

By Zach

There are many things businesses need to worry about in order to be successful such as: 

accounting, management, distribution, marketing and customer service. Some businesses may overlook the importance of customer service. Customer service helps businesses gain new customers and create loyal customers. When customers are looking to buy a product from a company their first impression of that company is their customer service. Having bad customer service steers away potential customers and hurts your business.

Good customer service practices all of the following strategies:

• "Promptness: Promises for delivery of products must be on time. Delays and cancellations of products should be avoided. 
• Politeness: Politeness is almost a lost art. Saying 'hello,' 'good afternoon,' 'sir', and 'thank you very much' are a part of good customer service. For any business, using good manners is appropriate whether the customer makes a purchase or not. 
• Professionalism: All customers should be treated professionally, which means the use of competence or skill expected of the professional. Professionalism shows the customer they're cared for. 
• Personalization: Using the customer's name is very effective in producing loyalty. Customers like the idea that whom they do business with knows them on a personal level." (McKinney).

I have always appreciated buying products online from companies with good customer service. Recently, i had made a mistake and bought from an online company named Jomashop. Jomashop is a grey market dealer and in short terms this means that they buy products at very discounted prices and still sell them to customers below the market value of that item. Yes, it is legal and to some people very convenient. This also means that Jomashop works at an incredibly small operating value and doesn't invest any of their money into their customer service. I had bought a watch from Jomashop and waited for over a month to receive an e-mail that it was on the way in 3-4 weeks. 

This is a picture of the watch.

I had called them numerous times only to receive a 45 min holding call and then being greeted with a voice message saying that they are busy. After about two months of waiting for a product that i could've received on Amazon in two days, they finally told me it was out of stock and gave me a refund.

Now, from what I just experienced I will never again try buying from this company. Overall, good customer service is essential for a company to be successful.

Sources:

McKinney, Paul. “What Is Customer Service? - Definition, Types & Role in Marketing - Video & Lesson Transcript.” Study.com, study.com/academy/lesson/what-is-customer-service-definition-types-role-in-marketing.html. Accessed 7 Mar. 2017.