Customer service is the customer’s experience with a product or service. It is the process of dealing with the customer’s problems and concerns. It is also the interaction between the customer and the employee, such as a receptionist or salesperson. It can be described as a company’s response to a request for service. Customer service is the process of catering to customer complaints, concerns, grievances, and calls for assistance. This department helps customers solve the problems that they are facing when using products or services provided by the company.
The basic task of customer service is to be the front line of an organization and deal with the customers in order to resolve their issues in a proper manner. The customer service team can be contacted in various ways, especially in times like today when people prefer the internet for all their communication needs. Customer service methods have evolved to deliver a well-rounded experience to customers across all platforms. These platforms include standard calling, text messaging, online chat, social media, emails, and many others. Customer service is one of the main areas of the business that helps to grow the company’s stature in the market. One of the major marketing activities that occur in the post-sale process includes customer service.
Why Customer Service is Important
Customer service directly impacts how a business is going to perform, as customer service agents are the frontline force and hypothetically speaking, the face of the company, thus making customer service a sensitive job. Talking about the marketing prospect, good customer service can bring immense revenues and can work as a free marketing tool for an organization. In contrast to that, bad customer service can tarnish the image of a business in the customer’s mind, thus hampering the revenues, and can even bring a company or business to the brink of bankruptcy. Due to these reasons, it has become a necessity instead of luxury to provide excellent customer service to the consumers to stay relevant in this cut-throat market.
Buyers have become even more skeptical today. The major reason behind this is that a lot of substandard quality and services have gripped the market. Plus, the pandemic has made the situation even worse. Consumers are now searching online reviews regarding products and services before buying them and according to stats, 70 percent of American consumers check online reviews before buying anything. Furthermore, consumers assess a brand by its customer support. For instance, due to the stellar efforts of Time Warner Cable customer service, there has been a surge in Spectrum cable sales and that’s because the company is providing quick and efficient customer support during the pandemic. The customer service industry is under a lot of pressure because they are the backbone of how a consumer perceives a company, and happy customers mean good reviews. It’s as simple as that.
How to Deliver Excellent Customer Service
If you look closely, customer service is a tough job. However, it’s not that complicated. Customer service follows a very simple process that begins when the customer contacts the company and ends when the customer is fully satisfied with the company’s response. Everything that happens in between these two things is the art that needs to be learned in order to develop a good customer service experience. The company and the customer go through a series of steps in the service process, and if followed correctly, these can do wonders and would allow organizations to provide excellent customer support.
Listen to Your Customer
The most important skill in a customer service job after communication skills is effective listening. Usually, the customers who call for assistance are frustrated or angry. The actual job of a customer service agent is to find the cause behind that frustration. Active listening is the key to excellent customer service. A person with good listening skills can pick up essential cues from a conversation and can eventually find the problem and the root cause of it, thus working towards an effective solution. This makes sense because how else is customer service going to assist a customer when they can’t even figure out their problem in the first place? That’s why efficient listening skills are important to identify the actual problem so the team can collaborate and work towards its solution.
A little empathy goes a long way. Empathy means understanding what your customer is going through right now, and understanding the emotional state is key to catering to a customer efficiently. The best way to do this is to imagine yourself in the same state and proceed with that. Show empathy, and acknowledge the problem that the customer is facing. Doing this will not only calm down the angriest customer but this behavior will also help in collaborating with the customer efficiently, so you can work together and solve the problem the customer is going through. Just make sure not to confuse empathy with sympathy because your customer is not here for your pity.
Teamwork makes the dream work and this quote fits perfectly with a customer service job. Since it requires collaborative work between different departments, so a strong sense of teamwork and collaboration is a key factor that determines how effective a customer service department is going to be. You never know which query is going to be taken care of by which agent or which department is going to be involved in solving a particular query. So, in this regard, teamwork becomes an essential key in order to provide excellent customer service. The stronger a customer service team is going to be, the better results they are going to provide in terms of customer satisfaction.
Customer service is an essential thing for any thriving business. The better the customer service, the better the performance of a business. Providing excellent customer service is a must if you want your business to succeed because consumer patterns have changed drastically, so even the slightest mistake on the customer service end can prove lethal for a business’s survival. Providing good customer support is not that difficult. You just need to understand the customer and follow these simple steps mentioned above and you’ll see how much difference they can make in your customer interactions and prove to be successful regarding your business.