Customer service is said to be the provision of service and attention to new as well as existing customers; before, during and after the business transaction or purchase is sealed. To ensure the success of such verbal and physical interactions, organizations make sure of a highly compatible set of staffs/employees whose responsibilities would be ”seeing the needs and expectations of the customer(s)” are positively catered for.
Principles of customer service
The principles of customer service may vary, due to the different types of approach and methods different organisations portray for effective customer satisfaction. However, here are seven (7) customer service principles that can help an organisation transform its support operations and deliver the best experience to customers every time.
Supporting customers as a team- likewise most sports, customer service is also considered a team-sport. Training every employee on your Customer service index CSI or helpdesk software to help ensure they all pitch in when necessary. However, highly technical cases would be passed down to the experts, but everyone should be able to help in their own ways when times get busy.
Listening to customers as well as sharing their feedback- encouraging service agents to ask customers relevant questions relating to the business or product offers; their needs, wants and expectations. By doing this, the agent becomes more of an asset to both the organisation and customer. Moreover, evaluating their needs & feedbacks can also be an enticing ‘source of good product innovation’ – bettering old products as well as catering for new customers’ needs and product expectations.
Not being a Robot (high range of flexibility)- today, majority of customers believe it takes too long to reach a live agent, neither would they want to talk to a robot. Henceforth, show your customers you aren’t a machine. Aspiring staffs adding personalities to their customer-sent-mails, or filling the quite time when fetching an account information for a customer. E.g. asking them how the weather is, or what their favourite sports teams sare – or anything that could be accounted personal, and generates a smiling friendly face to support the operation or ongoing service.
Being honest about what you don’t know- playing a know-it-all when you actually don’t know it all could lead to the loss of potential customers. If an agent(s) aren’t sure about a specific inquiry a customer might have or troubleshooting a problem, it should be to their responsibility to let the customer aware of them getting in touch with the experts or right person and relevantly circle back to the customer when they have a precise answer. Maintain a highly professional dialogue with customers and keeping them updated also help earn customer’s respect and commitment.
Know your product (vast Product knowledge)
Remembering every second counts