Guide for Customer Service: Understanding What is Customer Service?
The Customer Service department is where customers get support and information before and after-sales. There are many ways to contact customer service. E-mail, company’s website, company’s application, live support, call center, SMS, etc… Customers do not call customer service just for technical support. She or he can call about many issues such as where his cargo is, what campaigns she or he can benefit from, or the warranty coverage of the product.
Customer service represents the brand and is the department where customers can communicate directly with the brand. For this reason, companies are important to how to approach customers. Customer service skills important factor for customer services. Customer services employees should have good technical and behavioral customer service skills. Thus, they can easily understand customer demand and they can easily present personalized solutions or offers. In addition, Good and dynamic work of customer services skills, 24/7 attention of customers, and being solution-orientated and customer-oriented are factors that increase brand value and customer satisfaction.
Customer Services can be one of the purchasing factors for many people and is one of the factors that encourage customers to repurchase. When the customer has a problem or demand, she or he wants to be able to contact the brand directly and reach the company. Also, they demand good service. For this, your employees should have good customer services skills, your company’s customer communication will develop. In this way, the customer feels safe and thinks that the customer can always get support when she or he needs help.
The Importance of Having Customer Service Skills
If a person works in customer service and has good customer service skills, she or he will be more productive for customers and the company.
Top Customer Service Skills
The problem can become when a potential customer or customer waits too long to connect to customer service. Because while customer waiting, she or he can get bored or give up. Thus, the customer’s problem cannot be identified and resolved. This leads to the loss of customers for the company. For this reason, the technical infrastructure of all communication channels of the company, especially the customer service and support department, should be good and speed.
The process should also be speed when doing the customer’s personal transactions just to communicate. The person working in customer service must have enough customer service skills in technical and company software systems. In addition, the employee can view the customer persona by using the software system of the company. Following this and according to the customer’s demand, employees should be able to produce fast solutions and they should have solution-oriented customer service skills.
Everyone is unique. Everyone has their own persona. Every person reacts differently to every situation. A customer service employee communicates with many different people every day. For this reason, the customer service skill that an employee should have is empathy and understanding. In this way, she or he stays calm and analyzes the customer’s problem better. Thus, if an employee has empathy skills, she or he can produce better solutions that will provide customer satisfaction.
Customer service should always be accessible. They should increase accessibility not only by connecting to the call center. Also, the company offers different communication channels to the customers.
- A customer support panel can be created for technical support and complaints via the website.
- Live support can be provided via the website or application.
- The company should have its own mail in the form of firstname.lastname@example.org. You can communicate with customers instantly via this e-mail.
- It is possible to communicate with the customer through other communication channels such as video calls, SMS, social media, fax.
The important thing is that the company is accessible through all channels and has enough customer service skills.
Good communication is the beginning of everything. Customer service is the department where the customer and the company can communicate directly. Customer service employees represent the company. Therefore, they need to establish good communication with customers on representative the company. Employees must have high communication customer service skills and be able to communicate without distinguishing customers.
Problem Solving Ability
One of the main purposes of customer service is problem-solving. That’s why it has a solution-oriented structure. So the company should have a customer service-specific system by arranging the customer database according to the customer service. At the same time, employees should be able to offer convincing and creative solutions suitable for the company. The company and employees together should have their customer service skills more effectively and more problem-solving oriented for direct and manage their customers.
A person who calls customer service is calling because of that uncomfortable feeling caused by the problem or something, starts to search for the solution. For this reason, a customer wants to feel satisfied with the solution when calling customer service. The customer service skill required for this is to be persuasive. In this way, customer satisfaction will be as the customer will be convinced that the problem has been solved or will be solved.
Not everyone can be a psychologist. Not everyone becomes a customer service employee for the same reason. Because it is necessary to act with empathy, understand the problem, and understand what will satisfy the customer psychologically. Communication is momentary. The mouth-off of the words cannot be taken back or changed. For this reason, any employee working in customer service should be able to do the skills we have mentioned above. This requires emotional intelligence. For this reason, emotional intelligence is that a distinctive skill in customer service skills.
Time management is very important for communication. The time the customer spends communicating can make some customers feel bored. For this reason, they stop communicating or remain dissatisfied because they are kept waiting too long. At the same time, the time to perform customer service transactions and the time to find a solution to the customer are also important.
When a solution is found very quickly, some customers may be satisfied, while others think that it takes a short time because it is ignored. Therefore, the communication time should be provided within the ideal range. In this way, the customer thinks that the customer service employee gives effort and value. At the same time, she or he increased confidence that the problem will be solved and customer satisfaction. To sum up, if you want to hire a member of your company’s customer service department, choose someone who knows time management in customer service skills.
Knowledge About Product
If you are going to produce a solution for a product or service, you need to understand all the details of that product or service. Because your behave and attitude play an important role in brand value on customers. Customers do not prefer to buy brands that their employees are not satisfied with or their employees don’t know about products or services. For this reason, as employees, all knowledge about the product or service is very important. For example, let’s take an employee who does not have full knowledge of products or services.
- We cannot sell the product or service to potential customers if we do not have all the knowledge about the product or service. Because our knowledge will be insufficient for customer service skills.
- In addition, we cannot attract existing customers to our campaigns. Because customers want detailed knowledge to be convinced while making changes such as usage packages, campaigns, etc.
If you do not know and dominate all the details about the product or service, you don’t qualify the customer service skills and cannot provide sales, marketing, and support.
Sometimes business life can be very frustrating for people. Especially people who depend on communication. For this reason, they can give overreacted reactions. Patience is a very important factor for this.
In addition, sometimes customers may not express themselves concisely and well. There may be a technical problem in the system or the customer may not be satisfied with the solution. The important thing is to communicate patiently and calmly and reach the result. That’s why it’s important to be patient for customer service skills.
To summarize, a customer should be able to communicate with the company whenever they need it. For this, companies have customer service.
Customer service should be active in many communication channels. Development of technology becomes, the technical characteristics of communication channels gain more importance. For this reason, the customer service skills must include the technical qualifications required for the company to provide good customer service. Employees should be able to intervene directly when there is an error in the system. For this reason, the necessity of technical knowledge for employees. In addition, the technical infrastructure of the company should be good.
If you want to provide good customer service, your employees must be good communicators. Customer service skills that your employees should have:
- Good Communication
- Problem Solving Ability
- Emotional Intelligence
- Time Management
- Knowledge About Product
If you want to learn detailed information about customer services, you can check another blog post about the How to Improve Customer Service and Convert More Customers with These 5 Tips?