What is customer service?
Customer service is understood as the methods used by a company to contact its clientele, to guarantee among other things that the good or service offered reaches its consumers and is used correctly. It is also an efficient marketing tool.
In general, customer service services pursue consumer satisfaction, providing support, guidance or instructions regarding what is necessary. And in some cases, the areas of a company dedicated to this activity can also provide support to the other internal divisions that require it. For such purposes, these areas are considered “internal customers”.
Customer service is usually studied based on service cycles, that is, chains of actions implemented before the consumer’s requirement or at certain times, and which include the following processes:
Planning a temporary service. Some types of customer support depending on seasons, specific moments or specific times to activate so that they have a certain regularity, such as tourism: it is accentuated during the holiday season and decreases without disappearing during the rest of the year.
Renewal of customer needs. Other types of services usually occur in a renewable way, so that from time to time they require customer service for verification, such as subscriptions to magazines or specific services.
Feedback from the customer. Customer feedback is key to defining the strategies that best suit you and that are best for you, for which you can use various types of surveys or evaluations.
It can serve you: Marketing.
The Importance of Customer Service
Adequate customer service Philippines may well mean the difference over the competition for any company, and it can be a promotional tool as much or more powerful than marketing, advertising or personal selling.
Considering that attracting a new customer is usually much more expensive than maintaining an existing one, keeping the customer base excited is a commandment. Even more so when there are as many forms of competition like today, thanks to the global market and the emergence of 2.0 platforms. For this, it is essential to have adequate customer service.
The good service to the customer is based on having a good rapport with the client, example, “take the place of the customer” which is designed to cause the client to have positive perceptions of the service is being paid to the company and either by acquiring goods or services and with this achieved, the customer generates value towards the brand.
Another thing is that everything they deliver to the customer must be in good condition (products, services or information), whether the product packaging or what has to do with it, something important is that the company’s facilities are always found in good condition, organized and neat at all times.
Another super important key is always to be focused on the strategy, what it means is that the customer service strategy that is provided is well designed and achieves a very good position before the competition. Linked to this will measure the results generated by good customer service to demonstrate evolution.
Over time, another aspect that is very important is to always be focused on the client, because thanks to him, the company is standing still, followed by this the speed with which the service is delivered is also essential since most of the things that the client suggests or requires must be resolved in the shortest possible time, facilitating the processes required for the service to be of quality, that is to say, that the objective of this point is to make it easier for customers to do business with the company, and finally to eliminate from the organization what is not needed because sometimes there is excess staff and procedures that the company has for the request of its products or services, eliminating all these can save money and in turn generate benefits to customers.
Techniques Used to Have an Excellent Customer Service
Customer service techniques can be broadly grouped into:
Explanation techniques. Those in which the greatest amount of relevant information is communicated verbally to the user to help him make the most informed decisions about his consumption. They should respond to the formula: problem-solution-benefit so that the client is led to the recommended formula to satisfy it.
Empathy techniques. Those that provide the client with a high degree of involvement from the company, which make them feel accompanied or part of something bigger. They are usually very successful but require more investment of time per operator since each case is given individual and individual attention.
Interrogation techniques. Those that are based on applying to the client a series of questions (of questionnaire or not) regarding the matter of their needs, in order to provide really specialized attention in the matter, instead of wasting time in explanations.
Elements of Customer Service
After explaining what customer service is, its importance and needed techniques, we will also give you the key elements of customer service. The elements of customer service are:
Face to face contact. That is the possibility of interviewing the client and giving personalized attention, not mediated through an electronic system or a telephone call. This reinforces the link with the client and makes him feel heard.
Clientelistic relationship. Strengthening the relationship with the client is key in the services of attention, and this has been evidenced thanks to social networks and culture 2.0, in which the branding or loyalty of the brands becomes imperative in the relationship between the company and the consumer.
Correspondence. Correspondence between client and company is key to healthy customer service, as it strengthens the identification between the two and the resolution of problems that arise.
Claims and compliments. The client must have some way of exerting pressure so that their problems or dissatisfactions are fixed, or reward the good performance of some department of the company.
Facilities. The client must be given the physical address of the facilities to which he can go to receive face-to-face contact. Not everything, in short, can be virtual or digital.
All of the above is the fundamental basis for customer service Philippines to be excellent, providing a very good portfolio either to customers or employees of the company, all this is essential to know how to handle the different circumstances that arise daily and based on all these lead to the improvement of the company.
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