If you check the mission statements and ‘About Us’ pages of different brands and companies, you’ll see the term ‘great customer service,’ ‘delivering excellence’ or ‘exceeding expectations’’. Nowadays, more companies claim to be the best and customer-focused. But there is a huge disparity between clients and companies' opinions.80% of companies deem that they deliver a “higher experience” to their clients, but only 8% of those clients agree. It doesn’t matter how big your brand is and how great your product or services are. If your customer service is not up to the mark, people will grumble about it, and you’ll lose clients. Transforming your customer service from ordinary to big won’t happen overnight, though. All this requires a serious dedication to significant change, a team of expert support professionals, and continuous work crosswise the entire organization.
What is customer service?
It is the act of providing support to both potential and existing clients. Customer service professionals usually answer client queries through in-person, email, social media, phone, and chat interactions and might also be accountable for generating documentation for self-service hold up. Companies and organizations can also produce their definitions of customer service depending upon their principles, standards, and values.
Why is it important?
Good customer service helps in business growth. It works like a revenue generator. It gives clients an inclusive, consistent experience that lines up with an organization’s purpose. According to a variety of studies, it is observed that U.S. companies drop more than $62 billion in revenue, annually, owing to poor customer service. very seven out of ten clients say they’ve spent more funds to work with a company that delivers great client service.
Principles of Good Customer Service
There are usually four key ideologies of good client service. It includes competent, personalized, proactive, and convenient. These factors have a major influence on the client experience.
1. Competent
Customers have recognized capability as the element that plays a significant part in good customer practice. To be capable, a client support professional must comprise a strapping awareness of the company, its products, and services. He must be competent enough to fix the customer’s problems.
2. Personalized
Good quality customer service always begins with a human touch. Keep this noted that the personalized connections significantly perk up customer service and let clients know that your company cares about them and listens to their problems and concerns. Instead of viewing service as a cost, deem it an opening to earn your client’s business all over again.
3. Proactive
Clients want companies and brands to be practical in reaching out to them. In case one of your products is backordered or your website experiences downtime, use some practical and proactive approach to reach out to your clients in less time and explain the problem to them. This will also leave a good impression of your company on them.
4. Convenient
Clients want to connect and get in touch with a customer service agent through whichever channel is the most suitable for them. Try to offer support to your customers through the channels of contact your clients rely on most, and formulate it effortless for clients to figure out how to speak to you.
All these above listed-personal factors and good communication can improve the efficiency of customer service teams and make your brand or business loveable among people. To keep the clients happy and satisfied, the customer service teams must entail some of the fundamental skills, i.e., emotional intelligence, good writing, attention, good communication, and more.
