Table of Contents
What is Customer Service?
Customer service is the direct, face-to-face communication between a consumer who makes a purchase and a representative of the company that sells it. Most retailers see this direct interaction as a crucial factor in ensuring customer satisfaction and increasing their loyalty.
Even today, when automated self-service systems handle a large part of customer service, the ability to speak to a person is considered necessary for most businesses. It is an essential aspect of servant leadership.
Why is Customer Service Important?
Suppose 86% of customers stop doing business with a company due to a bad experience. In that case, it means that companies should view every support interaction as an opportunity to buy, retain, or incentivize.
Good customer service drives sales. It provides customers with a comprehensive and consistent experience that is tailored to the purpose of a business.
According to a variety of studies, American businesses lose more than $ 62 billion a year due to poor customer service, and seven out of ten consumers say they spend more money doing business with a company that provides excellent customer service.
When you understand that is the cornerstone of your customer experience, you can use it as an opportunity to engage and engage customers in new and exciting ways.
What are The Principles of Good Customer Service?
There are four basic principles of good customer service: personal, informed, practical, and proactive. These factors have the most significant impact on the customer experience.
- Personalized – Good customer service always begins with a human touch. Personalized interactions dramatically improve and let them know that your company cares about them and their problems. Don’t see service as a cost factor, but rather an opportunity to win back your clients’ business.
- Competent: Consumers have identified competition as the most critical element in a good customer experience. To be competent, atypical must have in-depth knowledge of the company and its products and the ability to solve customer problems. The more information they have, the more competent they become.
- Convenient – Customers want to connect with a customer service representative over the channel that is most practical for them. Support through the communication channels your customers trust the most and help them easily communicate with you.
- Proactive: Customers want companies to be active with them. If any of your products are lagging or your website is down, proactively reach out to your customers and explain the issue to them. They may not be happy with the situation, but they will be grateful if you keep them updated.
Key Competencies in Customer Service
Talent to solve Problems
Customers don’t always correctly diagnose their problems. This means that they have to intuitively see what went wrong and what the customer ultimately did. Frequently, it is up to the support professional to take the initiative to reproduce the problem before seeking a solution.
Patience
Patience is essential for customer service representatives. After all, customers who contact the helpdesk are often confused and frustrated. Listening and being treated patiently goes a long way toward making clients feel like you can alleviate their current frustration.
warning
The skill to listen to customers is essential to good service for several reasons. It is crucial to pay care to each customer’s experience and be attentive and responsive to the general feedback.
Emotional intelligence
A good account manager knows how to interact with everyone but is especially good with dissatisfied people. Rather than taking things personally, they automatically understand where the other person is from and know they need to prioritize that empathy and communicate quickly.
Clear communication skills
Your customer service team is on the cutting edge of product problem solving and acts like a double-ended megaphone.
On the one hand, they are the voice of your company to your customers. That is, they need to have a working knowledge of the mani