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Customer service

What is 'Customer Service'

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1. Patience

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The customer service skills that matter
BREAKING DOWN 'Customer Service'

For example, 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 fully resolved.

This may entail scheduling appointments with in-person repair personnel if the problem cannot be resolved on the phone, or transferring a call to skilled technicians in another department.

Proactively following up with the customer to ensure that he or she is fully satisfied is another smart move. Customer service representatives must be accessible, knowledgeable and courteous. They require excellent listening skills and a willingness to compromise to reach a resolution.

Training in conflict resolution can be very beneficial in fostering those skills. Strong speaking skills are another important attribute of a successful customer service representative.

For phone staff, this means speaking clearly and slowly while maintaining a calm demeanor, even if the customer becomes upset. Companies must make a commitment to providing up-to-date information to customer service representatives. To avoid complicating an existing problem, employees need to have the latest and most accurate information about products and company policies.

Periodic assessment of customer service is essential to running a successful company. Surveys allow customers to provide feedback about the service they receive and to suggest areas for improvement. With the proliferation of smartphones, customer service will increasingly be centered on the mobile experience.

The key to meeting the evolving needs of customers will be customer service-centric mobile apps. This means that a customer need not leave an app to contact customer service. It also means accessing support via whatever channel the customer uses on their mobile device, such as telephone, social media, text or live chat. Examples of automated means are Internet sites.

An advantage with automated means is an increased ability to provide service hours a day, which can, at least, be a complement to customer service by persons. An increasingly popular type of automated customer service is conducted through artificial intelligence or AI. The customer benefits of AI is the feel for chatting with a live agent through improved speech technologies while giving customers the self-service benefit.

Another example of automated customer service is by touch-tone phone , which usually involves a main menu, and the use of the keypad as options i. But this lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human connection in the online arena. Examples of customer service by artificial means are automated online assistants that can be seen as avatars on websites.

The two main ways of gathering feedback are: Customer service metrics that are followed by companies depend on the tool used for customer service. Most popular metrics include:. Many organizations have implemented feedback loops that allow them to capture feedback at the point of experience.

For example, National Express in the UK has invited passengers to send text messages while riding the bus. This has been shown to be useful, as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time.

There are few standards on this topic. Are there any we missed? Let us know in the comments! As a special thanks for reading, feel free to download our free guide on Writing Better Customer Support Emails — your customers will thank you for reading it! Curious what customer support professionals earn around the world? Join , customer-obsessed readers on our mailing list. Greg is a writer, marketing strategist and alum of Help Scout. Connect with him on Twitter and LinkedIn.

Actionable customer service tips and ideas, delivered weekly. No sales pitches, no games, and one-click unsubscribe. Download Your Free Guide From your initial search to final purchase and setup, this unbiased resource will help make choosing any help desk easier. Customer Support Salary Study Curious what customer support professionals earn around the world? Gregory Ciotti Greg is a writer, marketing strategist and alum of Help Scout. Get started with a demo.


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Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest".

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