We all want to succeed in sales. Whether you are a salesperson, office manager or even retailer, the secret to success is always great customer service. You can be an automobile manufacturer, hot dog stands owner or coal miner, and you can offer your customers the greatest products and services on the planet, but if you give them terrible service they won’t return. The great news is that the bare minimum for customer service is pretty simple.
What do customers expect to see when they contact a company for support? Well, what can I say…everything! They are asking you for help in doing something, whether it’s personal or business-related, they would like you to react as soon as possible and as accurately as possible. IT Support for Schools have amazing CRM solutions for automated customer service.
There are 3 essential elements of every customer’s experience. When you are making your business, you should keep those in mind.
Empathy
Empathy is the first element of customer service. Empathy will help you to put yourself in the customer’s shoes.
This will allow you to see things from the customer’s perspective and respond accordingly. Ultimately, empathy is about connecting with your customers and putting them at ease when they interact with your brand.
You know how miserable it is to deal with an airline because of delayed flights, lost baggage, and endless complications. Or how frustrating it is to have an issue with your phone and be on hold for 45 minutes until you are disconnected… all because a customer service rep can’t seem to find a resolution.
If you understand their struggles, then you can develop a more meaningful relationship; one which is based on trust and mutual respect. Customers buy from people they trust and empathize with – so how do you become more empathetic? It’s not as difficult as you might think!
Communication
All too often, we take communication for granted. But communication is a core element of customer service. It can be as simple as confirming your order on the phone, explaining your benefits package during an interview, or saying “thank you” when someone holds a door open for you. Companies that place a high value on communication promote goodwill and encourage higher consumer satisfaction.
Service
Service provides insight into the delivery and type of service customers receive from a firm. A high level of service is important to almost all customers, but there is no one “right” way to provide service. Therefore, it’s useful to talk about what customers want from service and how firms might measure the success of their service systems.
Bottom Line
Traditional customer service has been around for years but has changed very little. Customers expect more and more as time goes on, leading to major improvements in the way companies can communicate and interact with them. The first change to customer service was the advent of call centres.
The next step in customer service saw companies allowing customers to contact them via emails or social media sites such as Twitter, Facebook, Google+, etc.
The latest development is CRM service providers. This change has seen businesses moving away from telephone-based call centres to secure server-based online applications, otherwise known as customer relationship management through which businesses can track and manage all activity across public website tracking and even mobile applications for Android and iOS devices.
Also Read: What is customer service management?