According to Investopedia.com, Customer Service is the process of ensuring customer satisfaction with a product or service. Often, it takes place while performing a transaction of the customer, such as making a sale or returning an item. It can take the form of an in-person interaction, a phone call, self-service systems, or by other means.
In short, Customer Service is the act of making a customer feel as comfortable as possible while doing business with a company. Everybody prefer to deal with honest businesses that have a good reputation and a broad consumer based. This can determine the relationship that a company has with its customers. Many companies have worked hard to increase their customer satisfaction levels. Although many people may work behind the scenes at a company, it is primarily the personnel that interact directly with customers that form customer’s perceptions of the company as a whole.
A good customer service can influence all aspects of the business from the end of both seller and the purchaser. Most successful businesses recognize the importance of providing outstanding customer service. Here’s how you can provide the best customer service in realty.
Communication occurs wherever life exists.
Communication is a two-way process of reaching mutual understanding, in which participants not only exchange information, news, ideas and feelings but also create and share meaning. It is a key function to everything. It is the ONE aspect that keeps a customer connected to a company. The best customer service should always be available either on phone, text message, email, in person or on video calls. Having constant and timely communication creates a long term and mutually satisfactory relationship between a customer and a company. Effective internal communication works towards establishing and disseminating of the goals of an enterprise, evolving plans for their achievement, organizing human and other resources in an efficient way. It helps in selecting, developing and appraising members of the organization, in motivating and encouraging people to put in their best, and in controlling their performance. Communication should also be done in a sensitive and courteous way when dealing with customers’ complaints, requests and opinions. Interactions within a company’s departments should also be well structured to ensure customer needs and issues are addressed effectively and on time. The importance of communication cannot be denied nor should it be underestimated in this era of globalization dominated by modern management education. With the passage of time, society has also become increasingly complex and businesses more global. All these factors have added to the importance of communication.
Training of customer service personnel.
These trainings provide the best ways of identifying and meeting customer needs. It can be set up as either small classes or online sessions. A company may seek the services of a personal trainer to train their employees on the best customer service habits. Customer service representatives must be accessible, knowledgeable and courteous. They require excellent listening skills and a willingness to compromise to reach a resolution. Training in conflict resolution can be very beneficial in fostering those skills. Strong speaking skills are another important attribute of a successful customer service representative. For phone staff, this means speaking clearly and slowly while maintaining a calm demeanor, even if the customer becomes upset. Professional customer service trainers are usually experienced with company policies as well as the best customer service practices. Regular refresher courses are also important as bad customer habits may creep back into a company over time. Refresher courses ensure that workers maintain their best customer service skills as well as provide training to new employees joining a company. Companies must make a commitment to providing up-to-date information to customer representatives. To avoid complicating an existing problem, employees need to have the latest and most accurate information about products and company policies.
Provide customers with a way to provide feedback.
Periodic assessment of customer service is essential to running a successful company. No matter how proactive a company is, it will never be able to fully address each and every customer’s issues. For a company to be able to learn the good and the bad experience that their customers experience, it is important to create an accessible avenue through which customers can provide their feedback. Surveys allow customers to provide feedback about the service they receive and to suggest areas for improvement. A phone survey at the end of a service call, an email survey that is sent directly to a customer from a company’s CRM tool or a “contact us” form on a company’s website are some of the ways a company may use to get feedback from customers. This also ensures that unsatisfied customers do not vet out their displeasures on visible avenues such as a company’s social media page.
Source: realtytimes.com, Investopedia.com, businessdictionary.com, yourarticlelibrary.com
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