A. understand better the importance and benefits of customer service
B. know how to improve customer service in order to keep and to increase customer base, to drive loyalty, to increase revenue
C. grow efficiency
Time needed to review this content: 45 MIN
In today's business, characterized by strong competition it is no longer enough to sell better or cheaper products / services than the competition. Customer service is nowadays considered like part of your product or service package.
What exactly is customer service?
All those services offered by a company (beside the core product / service) which ensures the selection, the acquisition, start of use, and also a safe, long term, economic operation for the customer.
A professional customer service is also a key factor to the success of your company. High quality services offered to your customers are no longer a luxury, it is a basic condition of surviving and developing. Researches show that in average business situation only 4% of customers makes complaints to the company, the rest of dissatisfied customers simply walks away or even worse, they complain to a lot of people they know (nowadays even on social media) . We also know that it is 6 time more difficult (expensive) to get new customers than to keep the existing one.
A company must offer services to its customers before, during and after selling products or services.
Benefits of a good customer service:
- further buying (with less communication effort),
- good references to other prospects,
- reducing costs of migration,
- reducing operational costs,
- stopping competition to enter the market,
- easier communication,
- grow of your employees satisfaction and productivity.
"In the new technological era, customer service is the King"
Why customer service matters?
In the first video we can understand better the importance of good customer service and the risk of the bad one. You'll understand the main reasons why customers feel upset regarding costumer services.
"15 steps to great customer service"
Following the 15 steps from this video, You can noticeably increase the quality of your customer service.
Treating angry customer's complaint
In customer service one of the most delicate situation is when an angry customer appears with a complaint. In this case, we have to act very diplomatic and professional. Here You can find good tips how to treat angry customers.
TIPS AND TRICKS:
Learn to understand the difference between empathy and apathy. - customers don't care about how much You know, until they don't feel that You care about them and their problems.
Don't take complaints as an attack on You. Customers are usually upset on the situation, or the (technical / commercial) problem, not on You.
And even more important, You need to manage complaints as a CHANCE to keep the customer for a long term and to collect ideas for improving products and service.
Pay attention not to use "killer words", like "please calm down", when the customer is upset because your company made an important mistake. Instead show empathy and availability to solve the problem.
Satisfied customers leads go higher turnover. But a company can have satisfied customers only with a high standard customer service, which completes the quality, the price and the distribution of your products/services.
Main categories of customer service: technical C.S. and sales C.S.
Most important channels for customer service are: personal contact, by phone, online (digital) and combination of all above.
Following the principle of a good customer service your company's activity becomes easier, more efficient and helps keeping your customers happy, in order to achieve higher results on long term.
THINK OF SOME ANSWERS TO THE FOLLOWING QUESTIONS
1. Make a list with the top3 most usual complaints observed in your company! Try to imagine, how You would feel, if it would happen to You.
2. Make a short list of the possible ideas coming from complaints, that can lead to improving your products/services or innovation.