Customer service skills lie in reaching satisfied customers, and what do you know about customer service in terms of products or services provided to them? The ability to communicate with them directly or through phone calls The customer is the cornerstone of the company or organization, and it is one of the basics of customer service. He is primarily responsible for the success or failure of a company or an organization. There are different types of customers. Customer satisfaction is the goal of any business, so dealing with them must be mastered.It is to understand the customer and what the customer’s needs are, whether for a service or a product. When a service or product is provided and the customer is satisfied, success is achieved. No company can continue without a department. Customer service and our knowledge of how much this section knows about the question What do you know about customer service? In terms of providing valuable information about a service or product and a full explanation, Emotion and good treatment play a major role in influencing customers through respect, friendliness, and benevolence. The first thing that attracts the customer The second thing is the value provided, which is the best in terms of customer satisfaction.
In this article, we will discuss important aspects of customer service:
- What do you know about customer service?
- The basics of customer service
- Customer service skills
- Final conclusion
What do you know about customer service?
The concept of customer service depends on how much we and you know about it in terms of providing the best products and services of interest to the customer, which is what companies seek to do to achieve a competitive advantage in their products.
It is important that we are keen to provide exceptional service to the customer, which makes him feel appreciated and cared for, and this is what helps us push him to make a purchase decision. Actually, the most important thing that the customer is looking for is the moral value of the product or service, and what sticks most in his mind is the way your product was presented. mechanism.
Good customer service helps companies build their reputation, and this saves them a lot of effort and time, as customers themselves become the ones who market to the company and contribute to the rapid spread of its products and services, so it is very important that the question of “what do you know about customer service” be asked of each employee in this department before hiring him. When customer satisfaction is achieved, building the basic success base for the company that helps achieve the most accurate and stable increase in revenue is achieved.
According to studies, the cost of retaining existing customers is less than the cost of acquiring a new customer, and according to some American studies, companies lose more than $ 62 billion annually due to poor customer service skills; additionally, 7 out of 10 customers spend money to do business with companies that provide good customer service.
Therefore, it is very important that attention be paid to building highly efficient customer service to achieve the goals of your project.
The basics of customer service
So that we can achieve the required efficiency and effectiveness in customer service and achieve the goals that help companies present their products in the right way and solve the problems of their customers and the problems they face, we must put in place the basics on which we must rely in serving our customers.
Basics of customer service that help you achieve efficiency and effectiveness:
1. Speed of response: Studies indicate that customer satisfaction depends largely on the speed of response by the company, and on the other hand, dissatisfaction also expresses slowness in response.
Therefore, it is advised to improve the channels of communication with the customer and use the easiest way to connect the customer quickly with the customer service department.
2. Accuracy in providing information: Providing the correct information to the customer increases his feeling of satisfaction with your products or services, and the opposite is also true.
3. Transparency in dealing: You must be honest with your customers in order to build trust between you and them.
4. Accessibility of the client: Here we must ask, how many actions does the client have to take in order to get an answer to his question? What are the available communication channels that are most comfortable and easy for the customer?
Customer effort measurement (CES) is a technique for measuring and reducing the effort required to obtain services and products.
5. Friendliness and respect in dealing: the customer feels that he is important when he is dealt with humanely, and when he feels that you really want to help him get a better experience from your product, your relationship with him becomes more open and loving. Concerning the time of dealing with customers as competitors, we must move forward before it moves on.
6. The use of technology: It helps you achieve efficiency in dealing with your customers at the lowest possible cost, as the use of modern technology helps you cover peak times quickly and with high accuracy.
Customer service skills
It does not matter that you have a great product if the customer service is bad, so it was necessary to have customer service skills in order to achieve success in satisfying your customers. We collected for you the most important customer service skills that must be continuously developed to achieve excellent evaluation by the customer. In addition to providing the assistance that customers need in a timely manner,
Providing a professional service depends on hiring a professional team that presents new and different ideas and proposals that contribute to the continuous development of the customer service department.
Let’s now learn about the most important customer service skills:
1. Patience: Customers usually suffer from confusion and frustration before communicating with you, so your team must have the skills to listen well and bear the customer’s questions. It is also recommended that you do not end the call until you have answered all of your customer’s questions.
2. Emotional intelligence or good communication skills: It is important to show empathy with your client and to understand exactly what he is saying and what he needs. This helps the client talk more comfortably with you.
3. The ability to communicate clearly: It is very important that your team be able to deliver assistance in a simple and clear way, and it is advised to stay away from complex technical terms in order to achieve effective and appropriate communication for the customer.
4. Problem-solving skill: Customers usually cannot provide an appropriate explanation about the problem they suffer from, so one of the customer service skills is the ability to understand the dimensions of the problem and quickly provide the solution to the customer.
5. Knowledge of the product: It is very important for employees to know the dimensions of the problems that customers may encounter, and understanding the framework that the product consists of helps to provide solutions more effectively. Therefore, employees must be trained to understand how your product or service works in order to be able to provide better assistance.
6. The ability to use positive language: The language that you use with your customer is an essential part of achieving the process of persuasion, and responding to the customer’s requests affects his mentality, either by influencing him to purchase your product in the future or by making him decide to end dealing with you.
7. The skill of managing your time: The customer service employee must estimate the time he needs to solve a problem, and if he is unable to provide a solution to the customer, he must quickly connect him to the competent person. It is very important to take care of this skill because it helps you work better in the future.
8. Persuasion is another customer service skill: it is critical that your team be able to convert potential customers into actual customers.The support team usually receives questions and inquiries about your product, so you must convince them that it is suitable for them.
Conclusion
As we have seen in the previous lines, customer service is the main factor to ensure the success of your entrepreneurial project, as it mainly cares about customers and is keen to present the product in the best possible way, as well as to maintain existing customers and work to attract new ones.
Please share your experiences with developing customer service in the comments. What are the other factors, in your opinion, that help to present the product in a better way?
Read also: What is the customer’s buying journey?
