What is Customer Service?
The customer is supported before, during, and after a purchased product or service. Customer service also includes processes such as providing suggestions, resolving complaints, or responding to questions in this process. The team that focuses on this process in the company is called. Customer service workers may be in contact with customers face-to-face or over the phone. Companies attach importance to the training of their employees in this field. Because it establishes a one-to-one connection with the customer.
Prior to the widespread use of the telephone, customer service was generally provided face-to-face or via mail. This process changed with the invention of the telephone. Companies entered the competition to offer quick support to customers. In the 1960s, the first call centers were created. The next step was to create customer service departments. Companies provided special training to employees in this department. With this training, employees learned how to be a customer service representative and what the strategies are.
Internet use increased in the 1990s and 2000s. Many more customer service opportunities or channels have emerged. Customers can both call the company and send e-mails. There was even the opportunity to communicate instantly with the customer service chat robot. In the past 15-20 years, companies have become active on social media platforms such as Facebook, Instagram, Twitter. Especially in recent years, e-commerce sites have increased. With these developments, customers can communicate with the companies from which they purchase products or services through these platforms.
Why Customer Service is Important?
Customer service plays a huge role in customer experience. Happy customers are more loyal to the brand or company. This increases the shopping of happy customers and generates revenue. We can say that marketing can be done with it You can stand out from other companies thanks to a personalized customer experience. A bad customer experience can damage the image of the brand. With customer service, feedback is received about the company, product, or service. This way the company’s future policies can be drawn. Current campaigns are reviewed. It plays a major role in solving problems and making improvements with strategic solutions. With it, there’s a good chance that satisfied customers will bring in more customers to your business.
For this reason, measuring customer satisfaction is very important. You can meet customer satisfaction with the customer service process, but you should not forget the measurement of customer satisfaction techniques.
Customers Are Your Biggest Asset, Here’s 5 Tips to Keep Them Happy
It is necessary to understand the importance of customer satisfaction and its changing structure. Happy customers bring success to the company. There is also a lot that needs to be done to maximize this. We can give these as examples:
Understand your customers’ needs and preferences
Understanding your customers’ needs and preferences is actually the cornerstone of this service. Because we need to know the customers in order to plan the next steps. Many channels can be used to understand these characteristics of customers. We can say it through survey and search. But the most important thing today is social media. Some inferences can be obtained by analyzing the movements of customers on social media platforms.
In fact, companies now come up with two new product options and make customers choose which one to produce. The value given to the customer can be demonstrated more in such studies. When the customer says what he wants or does not want, he feels powerful. Thus, a personalized customer experience is important and necessary for the company. If this process is managed well, the business will develop.
Offer personalized service tailored to individual customer needs
Make it easy for them to find what they need, do what they want to do, save money on their purchases, and get the information they need easily. Make it easy for them to find what they need, do what they want to do, save money on their purchases, and easily find the information they need. The problem should be focused and the customer should be given full support as soon as possible. It must be reachable and customers must reach businesses quickly. Employees must therefore make sure that communication is effective and that problems are resolved.
Don’t let the problem linger. Quick response will reassure them it’s being taken care of and help you respond more effectively when something goes wrong. Don’t let the problem prolong. A quick response will reassure them that they are being taken care of and help you respond more effectively when something goes wrong. Make sure that the customer is satisfied. Draft texts can be edited so that problems or needs a response quickly.
Have well-trained and skilled customer representatives
Customer service representatives should be trained by companies. Because each company’s working style and field are different. By training the representatives, the process becomes easier and the quality increases. There are many answers to the question of how to be a good representative.
The first feature is to be available, as we always say. This is the first stage. A good self-impression is left if you can be reached without interruption. Customers’ phones, e-mails and messages sent via social media should always be answered. These e-mails and messages must be answered within 24 hours.
Our other feature is that our customers are fully listened to. Communication should be established without sacrificing respect even for a second. The problem or need should be listened to. The standards and image of the company should be considered. It should be solution-oriented without entering into an argument.
Customers need to be shown that they are valued. This can be achieved through polite and caring communication. This feature provides a long-term gain. Customer loyalty increases. A culture of customer service should be created for the company. It should be a people-oriented company.
Encourage positive word of mouth by providing excellent customer service
Always be polite during customer service. If the representative’s voice is happy and calm, the same behavior will be seen from the caller. Even if the caller gets angry, he should be sympathetic because he has a problem. Customers have different needs and concerns. Canned responses make agents appear to be hearing but not listening. Therefore, the customer should be answered with a positive attitude.
Provide prompt feedback
After all these processes, the other point to be considered is getting feedback from customers. Because these feedbacks make improvements. You must have a customer service understanding that improves the customer experience. Firms can collect returns by asking questions via telephone, e-mail, online surveys. This is how policies such as service, service are regulated. It gives managers an idea of what is right and what is wrong. From the customers’ point of view, asking for their feedback has a positive effect. Customers feel valued. Thus, sales rates and satisfaction increase.
In order to maximize customer satisfaction, customer service efforts need to increase. Companies must offer the latest technologies to provide a seamless experience and automate and personalize services. In the case of integration with systems such as CRM, it can work more effectively. A more automatic and uninterrupted service will be provided. In short, keeping customer satisfaction at the highest level by keeping up with the developing technology and strengthening your team is what companies need to do. This entire process of customer service is an investment in customers and the company.