What is Customer Service?
Customer service is the support offered to customers either before purchase or after the purchase and use of a product. This is designed to help customers have an easy and enjoyable experience with a particular organization, thus offering amazing services is key if you want to retain customers as well as grow your business. Currently, the services span beyond the traditional telephone support agent. It spans across the email, web, text message, and social media. Many companies go a step further by providing self-service support. Which enables customers to find their own answers. At any time of day, they need one. The importance of customer support spans beyond just providing answers. it has become an integral part of the promise a brand makes to its customers.
Characteristics of Good Customer Service
Some characteristics include:
Firstly, You should treat all customers professionally. Using competence or skill expected of a professional. Treating customers with professionalism goes to show the customer. How much they are cared for.
Secondly, To build an effective customer service reputation. You must deliver on your promises. Your product delivery must be timely. Try as much as you can to avoid delays. And cancellations of products.
Thirdly, Get to know your customers personally. Using a customer’s name is a very effective medium. For producing loyalty. Customers appreciate the fact that the person they are doing business with knows them on a personal level.
The importance of being polite to your customers. Cannot be overemphasized. Cultivate the habit of saying ‘hello’, ‘good afternoon’, ‘sir’. And ‘thank you very much’, because it will go a long way. In helping you build a strong customer service base. Every business that cultivates good manners. When the customer makes or does not make a purchase will have a customer service base. That customers will always refer to.
How Important is Customer Service?
The importance of customer support in today’s corporate environment. Or the business world cannot be overemphasized. Firstly, Customer service has an impact. on both existing customers. And potential customers. A survey recently carried out. Shows that 68% of consumers would readily react. By telling family and friends about a bad experience by posting it on a social network. And have the message circulate to thousands.
Secondly, Nothing can replace the value. Of ensuring you deliver positive customer service. A RightNow Technologies Customer Experience. The report has been quoted as saying. That 86% of U.S. adults are willing to pay more. For a better customer experience. And 73% of U.S. adults said friendly customer service. Made them fall in love with a brand.
In addition, Great customer service is also important. In competing effectively. Before now, people selected the companies they transacted business with. Based on the price, or the product or service offering, but today, the overall experience is often the motivator. Giving out great customer support. Drives an amazing customer experience. Especially when your support team moves. Beyond just reacting to problems. And towards anticipating customer’s problems. When your support team is empowered to go above. And beyond with customers or have a help desk solution. That makes it easy for them to upsell. Or cross-sell the important services, they will be motivated to create winning experiences. That may help you get distinguished. From the competition.
Customer Service Job Requirements
Here are some of the job expectations of a customer service agent:
Firstly, an agent must be accessible. knowledgeable, and courteous. Also, He/she must have excellent listening skills. moreso, a willingness to communicate through a resolution. Training in conflict resolution will also come in handy.
Secondly, An agent is also expected to have strong speaking skills. This is very important for phone staff. as they have to speak clearly and slowly while maintaining a calm demeanor. no matter how the customer reacts.
Lastly, Losing your customers over small courteous services. you can offer is not worth it. Thus as much as you strive to make the quality of your products and services more outstanding, you should also as a matter of importance build a strong and responsive customer service base for optimum results.