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What is customer satisfaction?

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Quick Answer

Customer satisfaction refers to the emotional response that people feel after making a purchase from a company. The more positive the level of customer satisfaction, the more likely the purchaser is to come back and buy again and to recommend that company to others who are looking for what the seller has to offer. Word of mouth and referrals are often the most promising ways for a business to grow.

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What is customer satisfaction?
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Full Answer

If a company fails to provide customer satisfaction, it quickly gains a negative reputation in a number of fronts. People are much more likely to go online and post complaints about a company than they are to report a positive experience. Websites like Ripoff Report exist to give people a place to rant about companies that have given them poor service.

Even in the online era, providing customer service begins with creating a relationship of trust. Giving the newest purchasers individual attention is an important part of making that connection. If a client feels like the owner of a business cares about his or her well-being, that goes a long way toward cementing a long-term customer relationship. Following up through phone calls and emails is a great way to build that trust, and if a lapse has taken place in service, that contact gives the owner a chance to repair that relationship with the customer.

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    What is an example of bad customer service?

    A:

    An example of bad customer service is when a company makes false promises in order to get customers in the door and then fails to deliver on the promise. Like all bad customer service, such behavior discourages customers from using that business in the future.

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    Why is the customer always right?

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    The phrase "the customer is always right" originated in 1909 with customer service pioneer Harry Gordon Selfridge, who believed that excellent customer service required efforts on the part of all service staff to satisfy customers whenever possible. It is a common mantra or philosophical notion, but it can also be detrimental to employee relations and it presupposes that all customers are equally desirable.

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    Why is customer service important?

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    Customer service is key to maintaining good customer relations and growing a successful business. Customer service allows a business to stay connected with its customers and to receive valuable feedback. Without this ongoing connection, most businesses fail to remain viable.

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    What are customer characteristics?

    A:

    A company uses customer characteristics to help determine the target market for a product of service, and these characteristics generally fall in the categories of geographic, behavioral, demographic and psychographic. Looking at customer characteristics can help a company offer a product or service that fits the needs of the most customers, which will help the company make more money from sales and be able to market more effectively to those needs.

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