No matter what you are buying, or service that you are using, there are certain things that you expect. One of, if not THE primary aspect that you would expect is satisfaction from the service. That is why customer service is so important. Your customers are an essential part of your business. Without them, you have a bottomless money pit that will get you nowhere. Whether you own a market stall, a store, or an online business, your frontline is the people who face the customers every day.
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Understanding Customer ServiceCustomer service is an integral component in maintaining a relationship with your customer. Consequently, a happy customer is your primary tool in creating more revenue. Satisfaction is the key to creating a relationship with customers, and this relationship will create two things. One is the clients’ return. The other is referrals and recommendations. Customer service needs to be a one-stop process for the people who need it. The last thing that they will want is to be pushed from pillar to post and back again to try and get the solution that they require. There are a few things that make customer service either wonderful or weak:
- Accessibility – Of course, the first requirement when someone needs assistance is to be able to access it easily. Therefore, it is imperative that whichever communication method you choose for your service, the route in which your customers will take is evident at all times.
- Timing – Once your client has the phone number to call, the online chat url, or the email address to use, they have to take the first step. It is at that point that there needs to be a timely response. When you have an issue that requires customer service, you do not want to be waiting for hours on hold, or for days to get a reply email. That is not good for business.
- Engagement – So, you have got the accessibility and timing sorted out. The person has answered the phone promptly. Great. It is now up to the operative to do the hard work.
- Resolution – Resolving the issue that your client has is the last step to keeping your customer service in top shape.