What is Customer Service? – Nairobi Wire

Have you ever called a business to ienquire about their product but sadly were put on hold? How did you feel at that time?

The word coming into your mind would be worthless. And you have all the right to feel this way. Taking out time from a busy schedule to call a company and then being put on hold for a considerable amount of time can be devastating. 

Being a business owner, it is your sole responsibility to make sure that your customers are having a wonderful experience while communicating with your company, and that they feel respected, listened to, and feel comfortable while engaging with your customer care agents. 

This is why sSeveral companies, especially telecom companies like Suddenlink, have started training their customer support agents to be available around the clockgo above and beyond for their customers.

For this reason, customers are served to great extents these days. In fact, through departments like Suddenlink servicio al cliente en español, non-English speakers are also helped in their own languages. 

We understand this might seem like a difficult task, however just know that if you want loyal customers, repeat business, and greater revenue, then you need to put in a lot of effort in order to satisfy those customers. 

Don’t feel overwhelmed just now. We will be explaining all the basics of customer service in this article.

We will begin by discussing the actual meaning of customer service and then move on to what makes it so special. So make yourself comfortable, grab your notepad and start taking notes. 

What exactly is customer service?

In simpler words, the direct interaction between a customer making a purchase and a representative of the business selling it is known as customer service.

The majority of retailers believe that this one-on-one contact is essential to ensuring customer satisfaction and promoting repeat business.

Even now, when a large portion of customer service is handled by automated self-service platforms, the ability to speak with a live person is still regarded as essential by the majority of firms. It’s an important component of servant leadership.

Comprehending Customer Support

The customer service department is one of the significant departments of a company. The employees working in this department are known as customer service representatives or agents.

These representatives are always in direct contact with the customers or buyers. 

This puts on them a great responsibility, as the customers will shape their perceptions of the company based on their negative or positive experiences while interacting with the representatives.

Just because of this reason, several businesses work exceptionally hard to enhance their consumer satisfaction levels. 

Essential Elements of Great Customer Service

Prosperous small business owners very diligently comprehend the need for great customer support spontaneously. Big business owners on the other hand research the subject rigorously and come up with some fundamental conclusions regarding the main components:

* Timely attention to queries raised by consumers is highly significant. Why are we saying this? Well because asking the customers to wait or putting them on hold for several minutes can negatively impact the customer’s impression of the company. 

* Moreover, customer support should essentially be a one-step procedure for the customer. In simpler words, when a customer contacts the company, the customer service agent should be vigilant and well-informed to provide the customer with a feasible solution. 

* In addition to this, in case a consumer is transferred to some other department, the original customer service agent should try his or her best to follow up with the consumer in order to make sure that the issue was timely resolved. 

Customer Support Agent Responsibilities

This particular piece of information is for the managers who are responsible for maintaining a healthy work environment. Managers of the customer care departments have to go the extra mile to enlighten their agents about the ethics and morals of their duty. Listed below are some of the important pointers for managers: 

* Always ensure that your customer support agents are well-informed at all times and know all the little details of your company’s products and services. 
* Occasionally evaluate the customer support experience provided by your company. How can you do this? Well by obtaining feedback from the customers and also by monitoring the performance of your employees. 
* Regularly giving out surveys to the customers and asking them to comment on the areas of improvement can also be a beneficial technique. 

What are the three most significant attributes of modern customer service?

Before discussing the attributes, let us talk about some of the crucial pointers that will eventually help you understand the concept better.

Firstly, you need to accept that every consumer is unique and will without any doubt expect something somewhat different based on their requirements and preferences. 

This is a very significant point for businesses to comprehend especially when it comes to offering amazing customer support. Great customer support is based on the following important components:

* Receptiveness means the swifter the better
* Optimism means that while the conditions for getting in touch with a support representative are steered by an issue, optimistic results must always be the aim of the interaction. 
* The resolution, essentially confirms that the consumer is happy with the outcome and that; his or her problems were resolved in a timely manner. 

Final words

Customers are the asset of any organization. They are powerful enough to make or break your business.

So learning to deal with them in a positive manner and giving them the respect that they deserve is very significant. Ensuring all of this and more is the responsibility of the customer care department.

We have tried our best to discuss the basics of the customer service department of any organization. We hope that this article will help in clearing all your confusion.