Monday, July 4, 2022

Customer Service: What Is It and How To Excel In It?

Consumers these days rely on the kind of “experience” they get. It delivers them with a moment, which defines how a customer felt at that time. This is in addition to the products and services they buy or get. This responsibility lies in a certain department called “customer service”. Their job is to provide the right help, leads, prospect new people, and new buyers. Even if they are just checking out your services or products, thus contacting to know something or if they have a problem. 

Also read: Communication Techniques At The Workplace: 5 Things You Need To Know

Every organization needs to have this department of customer service unit if they want to improve their customer’s experience and to retain them with due loyalty from them rather than manipulation or such, which according to us does not work for long. All companies now in this age work on improving and improvising with their customer services, to make a competitive advantage and bring diversity. 

For example, one company may be giving out free samples with purchases like from a perfume store while another may provide after-sale services and ask customers about their opinions about products and services to make the customer feel special by acknowledging their worth. Many companies now invest in this and dedicate budgets to customer service. For example, the company Mediacom offers Mediacom phone number as its customer helpline that is available 24/7 with a dedicated individual who will do anything to resolve any issue or provider the customer with what they need in no time at all. Customer service should thus be smooth, as if it is a part of the organizational body, as an arm is part of the human, and not detached from it.

There are some ways to improve customer service and companies need to highlight such changes and make smart choices. Good customer service goes a long way. To know “How can you improve the customer service of your firm?” 

Here are a few tips to do that and excel ahead of your competition:

You Need To Create A Valuable Customer Service Culture

Companies need to understand, that customer service is an attitude that needs to be adopted. It may be the responsibility of one department to specialize in it. However, the whole company needs to make it work, together. 

  • Inculcate in the culture
  • Make is one of the organizational values
  • Transparency in customer servicing actions
  • Incentives to employees to boost customer service and experience
  • Remember, only happy customer service reps can make happy customers 

Efficiency in Workflow with Technological Upgrades

  • Transform service workflow. For example, “how-to-guides” for self-service.
  • State of the art tech. For example, Helpdesk, chatbots, and search assistants.
  • Automation. For example, cloud sync increases the response rate to complaints and queries.
  • Micromanagement with help for customers 24/7. For example, through social media, calls email, etc.
  • Use Artificial intelligence to boost learning and tie up loose ends in customer servicing.

This way, employees have specific tasks to focus on and not a mix of tasks, which creates confusion and such, while also making it difficult to manage.

Create a Centralized Knowledge Database for Employees

Information is the true wealth and in the field of customer services, information matters. Every call, text, social media user, and emailer who reaches out to you, is looking for something. Customers do not just wander into your territory but come for something, it is your job to attract and retain them. You can do that by answering the customer, providing solutions to their troubles, or giving them something better than what they came for. The customer service reps should be able to deal with it. They should be able to respond to any inquisitive, agitated, or interested customers and diminish their curiosity. 

For this, you need to create a centralized knowledge database that is accessible to all the customer-facing reps, which includes:

  • Lists every bit of information about the company’s products, services, policies or pricing, etc.
  • Guides on how to deal with different customers and varying complaints, issues, or even giving a great experience in-shop or online.
  • Training on customer service skills for example ho to retain customers, why their loyalty matters, and how to earn it.

Here we have a shortlist of the to-do skills that make the best customer service skills list.

Some of the Best Customer Service Skills

  • Listening – Customers want to be heard and made to feel that they matter for you and your business. Observe your customers. Understand that even small gestures go a long way. Listen “actively” to the customer and understand their needs. 
  • Speaking – Interaction with customers is important, even saying something simple can make their day. For example, “Have a good day line” after the billing or when the customer is leaving. Positivity goes a long way with customers.
  • Maintaining Clarity – Customer service reps should be trained and thus be told not to use complicated words that may not sit well later. It is better to use straightforward language. All customers should understand it, regardless of age, occupation, or region.
  • Adaptability – Not all customer service reps/agents can be the same in dealing as not everyone has the same persona. Neither is the customer the same. Thus, training should amplify the basics and let reps handle the rest of the situation. For example, being calm with an angry customer is what should be trained, while the rep can maybe use their methods to have the customers calm down and then discuss the issue. So, ask your reps to work on their skill of adaptability to handle every situation with grace. However, they should be thick-skinned in the face of backlash and accept errors responsibly. 
  • Empathy – People should generally learn to be empathetic. We do not know who is facing what. Thus, the reps should also hold a positive attitude while helping a customer; make it a great experience, and even follow up after. This allows the customer to have a good time and feel good about the importance they hold for you. 

The Bottom Line

The customer service department is essential and its need is only rising with everything moving online. It provides the right aid, assistance, and advice to consumers who purchase or show a willingness to buy the company’s products or services. It is all about the customer experience and the delight they get. You will see growth if you think you need to improve on what we have detailed. Good luck! 

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