Customer service is a service provided by companies to their customers in order to form goodwill and lasting relationships with them. Customer service often takes place either during or after the purchase of goods and services.
Companies reinforce the importance of providing commendable customer service to their employees. Praiseworthy customer service is provided when the customer leaves satisfied while an awful customer service experience leaves a bad taste in the customer’s mouth. Hence, the companies have the responsibility to coach their customer service representatives about the value of making a positive connection with the customer.
Traits Every Customer Service Department Needs
Customers expect fast delivery of products in a timely manner. Any cancellations and delays will leave a bad impression about the company’s inefficient delivery system.
Customers don’t want to be greeted by a robotic and unpleasant voice. They would likely end the call if the voice on the other end of the line sounds unwelcoming, giving the impression of discourteous behavior. During training, customer representatives are taught how to start a conversation and how to end it.
Customer representatives have to use a cheery voice when dealing with all kinds of customers, even the rude ones. In order to become a customer representative, the person needs to learn how to keep their cool in unpleasant situations.
Customer representatives refer to the customer by name to increase loyalty. Moreover, customers get pleased when the representative gets to know them on a more personal level.
Companies will arrange for training sessions to teach the employees about the effective ways to negotiate with employees. During the training sessions, all of these traits are covered extensively. In addition to this, companies, depending on the type of business they run, have the choice of integrating different types of customer services.
The Three Types of Customer Service
Companies will evaluate the needs of the customers and on what they sell before they decide to integrate a customer service department into their business. The three types of customer service departments available to select from all have a shared goal of enhancing the experience of the customer. Here are three types of customer service departments:
- Call Center
Most often, large businesses establish an entire customer service department dedicated to handlings calls and complaints from customers about the company’s products or services. The customer representatives are hired and trained to resolve common issues that may have risen, but for issues that they can’t solve, they forward the call or give the number of someone else who can.
- Technical Customer Service
Companies that sell electronic items usually create a technical customer service department to deal with issues regarding faulty or broken products. They will make an effort to deal with the issue as promptly as possible. Their efficiency, knowledge, and communication skills play an important role in attaining customer loyalty.
- Customer Service Stations
These stations are located within the company where customers can visit and talk to them about resolving a problem they have with their product. Customers get the opportunity to see the person behind the phone, making it extremely important for customer representatives to maintain a cheerful expression throughout the discussion.
We hope the concept of what customer service is clear to you and if you are applying for a position as a customer service representative, you have a little bit of knowledge going in, which is a bonus.
A Selection of Customer Service Quotes
“WHY WAIT TO BE MEMORABLE? ” ~ Tony Robbins
“THERE IS PLACE IN THE WORLD FOR ANY BUSINESS THAT TAKES CARE OF ITS CUSTOMERS – AFTER THE SALE.”
“YOUR WORK IS GOING TO FILL A LARGE PART OF YOUR LIFE, AND THE ONLY WAY TO BE TRULY SATISFIED IS TO DO WHAT YOU BELIEVE IS GREAT WORK.” ~ Steve Jobs
WE SHALL SERVE FOR THE JOY OF SERVING, PROSPERITY SHALL FLOW TO US AND THROUGH US IN UNENDING STREAMS OF PLENTY.” ~ Charles Fillmore
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