Customer Service

In a globalized and competitive business environment, companies have a challenge to keep their customers satisfied at all times. Experts say that it is more expensive to win a new customer than to retain one. Therefore, customer service is increasingly becoming essential in the existential nature of competition in the business world. To survive, an organization needs to deliver the best customer services and focus on creating customer delight at all levels of business engagement with the customer. But what is customer service, really?

Definition of Customer Service

Essentially, customer service refers to the process of raising customer satisfaction levels by meeting or exceeding their expectations. It can also be defined as the one-on-one interaction between a business and its customers when they are making a purchase. It does not necessarily mean the actual process of buying the product, but covers all the buying cycle from enquiry, bargaining, closing the sale, and after-sales service.

Importance of Customer Service

The conversations between the customer and the company’s representatives at the initial stage of contact are very crucial to the level of customer satisfaction. Customers’ experience also determines whether they will come back to purchase the product again.

Good customer service enhances brand loyalty, repeat purchase, and long term and meaningful relationship between the company and the customer.

Customer service quality also affects the customer’s perceptions about the product or the brand. The customer representatives have a big role to play in delivering good customer services because they have direct contact with the customer on a day-to-day basis. They influence the customers’ perceptions and shape their buying decisions.

Although innovative technologies have been dispatched as an essential way of improving services, it may hinder the human aspect of customer service. To achieve competitive advantage, companies require human interactions with customers.

Customer service provision includes giving practical solutions to problems that customers face when buying or using the product. This cannot be adequately using bots or such kind of technologies.

An effective customer service that recognizes the role of skilled people in disseminating information to customers is necessary to improve customer experience at all stages of the buying cycle.

Customers always want to have a person who is ready to help them at their time of need. Sometimes it is even necessary for the company to initiate the conversation and ask their customers whether there is something they need the company to do for them. This kind of engagement makes the customers to see that the company cares about their needs, leading to improved satisfaction and loyalty to the firm.

Customers also like to share their good experiences with a company that delivers best services. In a world where the world is widely connected through the internet, a company’s service quality can be shared across networks of many customers worldwide.

Ways of Improving Customer Services

A successful company understands the process of delivering good customer service. It pays for a firm to offer unique services to its customers; services that create value for the customer. Some of the proven methods that improve customer services are:

  • Paying attention to issues affecting the customer
  • Reducing the customer’s waiting time when buying a product or service
  • Being responsive to the customer’s needs and answering their questions in a timely manner
  • Establishing customer service as a single-step process of the consumer
  • Following up with the customer to ensure that their needs have been met after leaving
  • Ensuring that the customer’s calls are not directed to other departments; and if that happens, the original person should follow up to ensure they are served.

Leave a Reply

Your email address will not be published. Required fields are marked *