What is customer service?
Customer service is a direct one-to-one interaction between a consumer who makes a purchase and a company representative who sells the product. Most retailers view this direct interaction as a key factor in ensuring buyer satisfaction and encouraging repeat customers.
Even today, when many customer services are handled by automated self-service systems, for most companies, there is still an option to talk to people. This is the key aspect of servant leadership.
Understanding Customer Service
Behind the scenes of most companies are people who have never met or said hello. A customer service representative is a representative who directly contacts the buyer. Buyers’ views on the company and products depend to a certain extent on their experience in dealing with the person.
Key points
Customer service is the interaction between the product buyer and the sales company.
Good customer service is essential to the success of a business. It can ensure brand loyalty one customer at a time.
Recent innovations have focused on automated customer service systems, but in some cases, human factors are essential.
Therefore, many companies are striving to improve customer satisfaction.
Customer satisfaction cost
For decades, companies in many industries have sought to reduce personnel costs by maximizing process automation.
In terms of customer service, this has led many companies to implement systems online and over the phone so that they can answer as many questions or solve as many questions as possible without the presence of anyone.
But in the end, there are some customer service issues, and human interaction is essential, creating a competitive advantage.
Amazon is an example of a company doing everything it can to automate a large and complex business. Given that it must deliver 5 billion packages to customers' doors in 2018, and this is just a purchase by Prime members.
Despite this, in addition to email and real-time chat services, Amazon still provides 24-hour customer service over the phone.
Most successful companies recognize the importance of providing excellent customer service. A polite and compassionate interaction with a well-trained customer service representative can mean the difference between losing or retaining customers.
The foundation of quality customer service
Successful small business owners instinctively understand the need for quality customer service. Large companies have conducted in-depth research on this topic, and they have some basic conclusions about the key components:
It is vital to pay attention to the issues raised by customers in a timely manner. Requiring customers to wait in line or set aside for a while will make the interaction sour before the interaction begins.
For consumers, customer service should be a single step. If the Customer Calls The Service hotline, the representative should follow up the problem as much as possible until it is resolved.
If the customer must be transferred to another department, the original representative should follow up with the customer to ensure that the problem is resolved.
Customer service job requirements
Customer service representatives expect a lot. However, the salary for this job is very low. According to the US Bureau of Labor Statistics, the average salary in 2018 was approximately $33,750.
Comments