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What is customer service? The Detailed Guide

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What is customer service

Delivering great customer service is a basic step to facilitating growth in business. This blog will show you how to offer the best customer service.

What is customer service?

Customer service is all the ways in which a company engages in direct contact with its customers. This can be to answer presales questions or solve issues customers encounter after purchasing a product or service. For instance, when a customer has a question on how to install software, they will reach out to customer support and a team member will help the customer carry out the process.

Importance of good customer service

Providing high-quality customer service plays an important role in running a business. It:

Aids in keeping clients

The more devoted customers you have, the more your business grows. A satisfied consumer is more likely to do business with your firm again. Sometimes, that means taking an immediate loss for future gain. For instance, you’re more likely to develop a devoted customer base if your customer support staff has a streamlined method that makes returns quick and straightforward.

Strengthens the brand and company values

Because members of your customer service team interact with consumers often, they bear primary responsibility for upholding the reputation of your company. Positive reviews and word-of-mouth recommendations for your company can result from supplying excellent customer service, bringing in new customers. A positive public image can improve how customers perceive the goods and services provided by your business.

 Improves worker retention

Support agents can only offer customer service as good as the policies, training, and infrastructure supplied by their company. With bad customer service policies, agents can be the target of customer frustrations, making their jobs routinely unpleasant. If a company has good policies and gives agents sufficient training and all the tools they need to succeed, they’ll be more content to work there and better able to satisfy customers, as well.

Photo by Sebastian Herrmann on Unsplash
Photo by Sebastian Herrmann on Unsplash

Produces recommendations

Positive word-of-mouth recommendations come directly from current and former clients who have enjoyed working with your business. They spread the word about your accommodating and polite customer service to their friends, family, and coworkers, and they might even write about it on social media. Their contacts may then be inspired to make a purchase from you. The most effective and affordable type of advertising for a business is often word-of-mouth.

Increases lifetime value of customers

The total revenue your business might expect from a single customer throughout their whole time as your customer is known as the customer lifetime value (CLV). You can dramatically boost your company’s income by raising the CLV without having to increase your marketing expenditures. A rising CLV indicates that your consumers are either making more frequent purchases or are spending more money on each order.

Tips to deliver excellent customer service

There are different ways to provide good customer service:

  • Offer easy-to-understand answers to your customer’s questions and concerns. Provide simple instructions in your knowledge base articles and product listings, too.
  • When communicating with your customers, keep a professional demeanor, especially when the other person is upset.
  • Make sure your work is error-free. Check all orders to make sure that they are filled correctly, free of defects, and in accordance with customer specifications.
  • Keep in touch with your customers when you’re working on their issues.
  • Employ ticketing software to help you streamline your support process.
  • Use ticket automation to reduce the burden on for your support staff for and enhance your customer service help desk.
  • You should make it clear to your customers that they are valued in your business, and that you appreciate their support. You can show your appreciation by including a thank you note at the end of every product purchase and at the end of every ticket resolution.

To see how best to handle customer complaints, refer to the following blog.

Essential skills for customer service

Dealing with customers is sometimes hectic. Therefore, you should be mentally and physically prepared for any circumstances. The following are some examples of the top customer service skills:

Humanity

Show customers some understanding. For instance, a customer can unknowingly misuse your product. In such cases, be compassionate toward the customer and express understanding for their confusion. This will build a good customer-company relationship.

Active listening

The road to downfall is miscommunication. To avoid it, your agents need to actively listen to their customers. Even if their workload is hectic, agents need to concentrate on the customer in front of them and take note of their specific complaints and circumstances.

Photo by LinkedIn Sales Solutions from Unsplash
Photo by LinkedIn Sales Solutions from Unsplash

If an agent listens to a customer’s first sentence, decides they know what the problem is, and interrupts with a solution, they run the risk of lacking vital information and irritating the customer, too.

Transparency

When a customer reports and issue and then doesn’t hear back, it can cause worry and frustration. Including a timeline for when the customer can expect to hear from your team and sometimes the steps your team will be taking can go a long way to relieving that frustration. Be transparent about what customers can expect from your company and how your services work.

Communication

Having the skill to communicate effectively with customers plays a large role in customer satisfaction.

Photo by MART PRODUCTION from Pexels
Photo by MART PRODUCTION from Pexels

With good communication skills, agents can relate well to different types of customers and meet their support needs smoothly.

Emotional detachment

While the ability to show customers sympathy is important, support agents also need to practice emotional detachment. Many customers contact customer service when they are frustrated and proceed to take that frustration out on the agent assigned to their case. Agents can’t take this personally. Maintaining a level of emotional distance will keep their side of the interaction professional and help them not burn out.

Effective time management

It’s doubtful that agents will often be serving only one customer at a time. Therefore, support agents must have exceptional time management abilities.

Photo by Lloyd Dirks from Unsplash
Photo by Lloyd Dirks from Unsplash

Being able to prioritize by urgency and deadline takes some practice, which can be helped by both clear guidelines from supervisors and automated systems that take the guesswork out of the process.

Creativity

Sometimes keeping a customer happy when things go wrong requires a bit of creativity. A company should provide their customer service leads leeway to come up with creative solutions to satisfy customers when the potential benefit outweighs the loss.

Product knowledge

Your customer service agents can’t efficiently help your clients without knowing how your product or service works. Giving your agents proper training and providing a work environment where asking questions and sharing knowledge is encouraged creates a knowledgeable workforce. Having an easily accessible and searchable knowledge base also increases their self-sufficiency in finding answers.

How does ticketing software help improve your customer service?

Among other benefits, ticketing software helps your team organize and manage all its tickets. It automates prioritization and distribution of tickets, thus increasing the pace at which tickets are resolved. It also automates sending acknowledgements to customers, providing them with reassurance that they’ve properly filed their ticket and outlining what they can expect after that. It can also organize knowledge bases for both customers and agents, making solutions easier to find.

These are just a few examples of how adopting a versatile help desk ticketing system can help an organization meet its goals of customer retention. Refer to Benefits of a Help Desk Ticketing System | BoldDesk to see what help desk software can do for your customer service team.

Wrap Up

BoldDesk by Syncfusion provides you with all the help desk features you need to perfect your customer service process. Try BoldDesk out with a 15-day free trial to see if it’s the right fit for your company. If you have any questions about BoldDesk features, contact the BoldDesk support or sales teams.

Willy Smith
Willy Smith
A technical writer and a content reviewer at Syncfusion. Writes and reviews both General blogs and Marketing blogs. Additionally I enjoy reading and researching SaaS products.
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