Customer Service is the ability to give or support the clients wants and needs, it is a strength of meeting the customers expectations. It is a set of activities performed to enhance the level of customers satisfaction. Customer service is a way to offer customers with a positive and helpful technique to gain the customers fulfillment.
Customer service representative acts as a problem solver between the customers and the company by answering all their queries and managing all the customers complaints and issues. Some companies like in banking and finance field has set up a call center to support the queries and complaints of their clients in a low-cost amount.
Various businesses provides customer service in different ways, such as in a store where there is a designated employee for customer service where in the customers may ask for help for their questions, needs and queries such as in ordering or returning a products and placing a special orders. Apart from that, call center is also providing a customer services technique. Call centers interact with their clients through phone or even emails, it is necessary for employees to stay focus and calm when they talk with their customers on the phone, in this way they will deliver the good services regarding with the customers concerns. Customer service representative should have been a good listener and do their best to bring a satisfactory service to solved the clients problems and issues.
Some ways to achieve customers satisfaction is by being honest, keep the information real and respect others. Honesty is a good way to deliver good services, for an instance you promised your client that the product will deliver next week, so it should be there on time. Be real for the information that you gave to gain trust from the customers. Having respect for other people, for them to respect you as well. In giving customer service, you should respect your customers because without them, you have no work to do.
Most employees has been undergo with various trainings made by their companies to achieve and provide excellent customer service. The trainings include stress management where in they teach the employees on how to manage and lessen the stress to help them to keep them relax and cool under an intense pressure. It is not easy to deal with annoyed clients that is why it is necessary to learn to stay calm and compose in order to provide good customer services.
Other things provided in the employees training is to learn an effective listening skills. To serve the customer better, you should know how to listen with their concerns and questions so that you can instantly know all the appropriate answers and solutions to their problems. The training also teach ways on how to resolve customers conflicts. Customer service representative concentrate on resolving conflicts, in training they guide the employees on how to identify first the issues, find settlement and present some alternatives to help the clients.
Also they try to advise the employees to gain much empathy to provide good service to their customers, it is better if you put yourself in the situation of your clients to understand them well. Through training, employees can find out ways on how to look at a customer’s problem and help them to resolve all the issues they encounter.
REFERENCES:
http://en.wikipedia.org/wiki/Customer_service
http://sbinfocanada.about.com/od/customerservice/a/eyescustservice.htm
http://sbinfocanada.about.com/cs/marketing/g/custserv.htm
http://www.entrepreneur.com/encyclopedia/term/82148.html
http://www.wisegeek.com/what-is-customer-service.htm
http://managementhelp.org/customers/service.htm
