Is your business not increasing its profitability these days because of the pandemic? Or maybe your customer services are not going well? Customers get frustrated when their concerns are being ignored? Or maybe your employees are the ones who get mad when they have unexpected overtime? Well, that is because you don’t have good customer service.
Having good customer service helps not only the customer but also your business as well. If you have a good quality of customer service, you can make your business more profitable than before. Having good customer service can make your customer loyal to your business and they will come back again to your business if they have a good experience.
But before having customer service what do you need and also how to improve your business customer services?
Now we are going to discuss what is the meaning of good customer service and what is some of the skills that need to have good customer service.
What is good customer service?
There are types of customer services that may help you in your business. It includes proactive and reactive services such as walk-in services, phone calls services, email or message customer service, and lastly self-services. Having to know each of these types can help you know the pros and cons and also what is the best types of customer service for your business.
If you know what is the type of customer service for your business then you can easily have good customer service in no time.
Customer service is a service that is required by the customer to help them with their concerns and questions. Customer service employees often reply to customer problems and queries in person, via phone calls, messaging, email, and social media.
Good customer service will successfully support and help your customer throughout the buying process. Having good customer service can result in positive comments from the customers and of course, it can persuade the other people that your business is legitimate. Loyalty from the customer is important
What are the requirements that you need to have good customer service?
You can’t just have good customer service if you don’t have skills. But first, good customer service starts with the people you hired in your business. Before you hire someone you need to check their skills. Here are the lists of skills that your employees need to have.
Being able to communicate is one of the important skills for customer service. You can’t have a good service if you don’t have communication skills. But how good are your communication skill to be enough in this service?
Employees and employers communicate to achieve the company’s goals through effective business communication. Having communication can have teamwork and cooperation and that will be easier to do their job.
Not only inside the office but communication is needed to face your client. You can understand the client’s concerns and questions if you communicate well with each other.
“To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.”-Tony robbins
According to Wikipedia, adaptability is an action of being able to adjust to new conditions.
Every business requires different strategies to be a successful business and having an adaptability skills can help your business. Being able to adapt to a new environment is an important skill for customer service. But why are adaptability abilities required to be effective in customer service?
Business is continuously evolving, and you must be adaptable to prosper in the business world. To stay ahead in this ever-changing environment, you must also adapt. Not only in your own business but also in your employees and yourself. Adapting to new strategies in your business can be hard for your employees. So, you need to make sure that they are being trained well for your future success.
“Adaptability is the simple secret of survival.”~ Jessica Hagedorn
Time management skills
Another skill that your business needs are time-management skill. Businesses cannot afford to spend time due to inefficient time management. Businesses that use effective time management are more likely to provide their product or service on time. Because you can only devote so much time to each client, your staff must focus on providing them with what they want as quickly as possible.
One of the advantages of time management skills is that you can definitely deliver your work on time and in customer services, you need to answer your client in no time.
“Time stays long enough for those who use it.”– Leonardo Da Vinci
As an employer, you need to make sure that your employees including yourself know what your product is. Product knowledge is one of the important skills that you and your employees have for the business.
Not only will maintaining good product knowledge improve customer service employees to give exceptional customer support, but it will also enhance customer happiness, boost sales, develop a brand image, and increase staff confidence. In short, knowledge is absolute power when it comes to customer service.
It is tough to properly market to a consumer and demonstrate the benefits or drawbacks of a certain product that will meet the demands of the customer. This involves a grasp of the situations, as well as the advantages and disadvantages of competitors. So make sure that your employees are well trained.
“Know your product inside and out before you start working. And relate that knowledge to the consumer’s needs.”– Bill Bernbach
According to Wikipedia, empathy is the ability to understand and share the feelings of another. It is the act of seeing oneself in someone else’s shoes and viewing an issue through their eyes. It is more of a personality attribute than a skill. But, because empathy is something that can be learned and developed, we’d be foolish if we didn’t include it.
In customer service, empathy is the capacity to have a human relationship with a client in which you consciously put yourself in their shoes to know their problem and provide the best possible solution for them.
“If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle as well as your own”.Henry Ford