Category: Customer Service
Customer service is the process of ensuring customer satisfaction with a product or service.
Customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. It can take the form of an in-person interaction, a phone call, self-service systems, or any other means.
Customer service is an important part of maintaining ongoing client relationships, which are key to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels. It is primarily the personnel that interacts directly with customers that form the customers’ perceptions of the company as a whole.
Most successful businesses recognise the important of providing outstanding customer service. A courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer. When problems arise, customers will receive timely attention to the issue. Prompt attention to emails and phone calls is critical to maintaining good relations. Requiring customers to stand in long lines or sit on hold can sour an interaction before it begins.
Ideally, it should be a one-stop endeavour for the consumer. If a customer calls a helpline regarding a problem with a product, the customer service representative should follow through with the customer until the issue is resolved. This entails scheduling appointments with repair personnel or transferring a call to skilled technicians in another department. Follow up with the customer within the next day or two to ensure full customer satisfaction.