Project Management Institute

Stakeholder management or customer service?

Good customer service is the essence of any business. Quality and price matter, but friendly and efficient customer service is likely the differentiator between the preferred option and other businesses. Unfortunately, customer service is a piece of stakeholder management that is frequently overlooked. This article discusses how organizations can stand out in a crowd by providing excellent customer service. In doing so, it identifies three levels of customer service. It also details how focusing on good customer service takes time and effort and warns against using price alone to win repeat business. It then looks at one of the major differentiators that can be developed for your organization: a reputation for exemplary customer service.
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