Elements Of Customer Service

By Author: Ostin Cram
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Customer service has a significant impact on the firm since it determines whether existing clients will practice repeat purchasing behavior, which will earn the business increased revenue. Furthermore, it determines whether consumers will promote the company using word of mouth and help it to establish a good reputation. The current paper evaluates the elements of customer service that are essential to ensure that the organization retains existing clients and obtains new ones.
Patience is a critical element of customer service. Employees need to be patient and tend to customers regardless of their repetitive questions and the number of goods they are purchasing. Since clients have different purchasing ability, workers should listen to all customers without showing any biases against them. Many clients with a low purchasing ability will feel bad when customers who seem to have a better financial status are given priority over them. Thus, they will no longer use the services of the company that is known to favor wealthy clientele. Nevertheless, the adverse effect of this scenario is the bad reputation that the company will ...
... acquire.
A prompt reply is another element of customer service that has a significant impact on the business. The majority of customers have queries after they make individual purchases. For instance, they may want to find out why certain features are not functioning properly as indicated in the casing of the products. Therefore, the management should ensure that customer service representatives are quick in answering customers’ questions. Currently, many organizations do not provide answers promptly. For instance, a previous study conducted indicates that the time taken for a client’s email to be answered is seventeen hours. This time is quite long and may make customers angry if they need the answer urgently. Furthermore, when clients call the organization, they should not be put on hold for a long time since it is frustrating for those who have an urgent question.
Understanding customer needs is a primary element of customer service since it determines how well the organization offers services to customers. Clients appreciate services that address their problems in various areas. Thus, a business that strives to understand the problems and needs of customers is more likely to attain customer satisfaction since clients will be happy when their needs are met and problems are solved. Understanding customer requirements involves businesses conducting regular research to establish client needs. This is attained by engaging in conversations with their clientele via the phone and when they are in the stores buying goods. The organization can call customers randomly and ask for their feedback regarding various products and services. By doing so, businesses will have an idea of what customers expect and, consequently, they will readjust their services and products to suit the needs of their clients.
The process of serving is an element of customer service that requires training. Many clients are offended when the staff speaks to them in a manner that they perceive to be rude or unfriendly. Therefore, the business needs to conduct employee training that will instill favorable skills in their employees, which will help them serve clients better. The training helps employees to know what to do and not to do when dealing with customers.
Finally, the consideration of client’s suggestions is another important element of customer service because it enables customers to feel that their feedback is appreciated. Thus, staff members should have excellent communication skills that will allow them to communicate the objectives of the company to clients. Often customers have general questions regarding the products. The staff should provide answers to these questions by telling them what they think. Furthermore, the staff should have adequate knowledge of all the products currently offered by the business. This is because some clients may think that employees deliberately refuse to provide the information about individual products when they ask them various questions and do not receive a convincing reply.
In conclusion, customer service is a mutual responsibility shared by the management and the staff. Excellent customer service will ensure that a business retains existing customers and obtains new ones who will be attracted by the good reputation of the company passed by word of mouth from existing clients. Both parties have a significant role to play to ensure that customers are satisfied. The management needs to provide the resources and facilities required by employees to offer their services to customers. The management also needs to create a positive environment in the workplace that will allow the staff ample time to serve customers. On the other hand, staff members need to be patient and have good communication skills. These elements will help them provide better services to clients. Understanding customers’ needs and problems is an essential aspect of customer service since it determines whether customers will be happy with the services. Excellent products and services that do not address the immediate need of clients will not attain high customer satisfaction. Therefore, it is imperative for businesses to put the above elements into consideration as they provide goods and services to customers.

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