Customer Service - The Vital Link
Customer Service is that vital link that exists between a business and its customers
. It is the reason why customers will keep coming back to you again and again. It could also be the reason why customers will leave you and go to your competitor. If you are a business, it is your way of telling your customers that you care for them and will be always there to support them if ever they need your help, while using your products or services. It is an opportunity for you to gain the confidence of your customers. If you are successful, you can rest assured that you will never be in need again. However, if you ignore this critical aspect of running a business, then God save you!If you are a business that sells a product or a service, there will be times when one or more of your customers will need to talk to you about something related to what you have sold. It could be a simple question about how to use your product or it could be a call to tell you that something you sold to them is not working the way it should. Customer service reflects the attitude of the company. That is why you must take utmost care when selecting employees who will be working in this department. You would want to hire people who can treat your customers as you would do yourself. Your employees should also understand that they need to treat other people as they would like to be treated themselves.
Employees who work in the Customer Service department should realize the significance of the responsibility they are carrying and must be polite, patient, and genuinely interested to help a customer in distress. No matter how great the provocation, they must remain dignified and calm. Anger is something that comes out in short bursts. So, if you are an employee, you must allow the customer to let out his frustration. Once the customer calms down, you can have a better conversation with him and help him better. A customers anger is not directed at the person he is talking to in Customer Service, instead it is directed at the company which has provided with a service or product he is not happy about! So, just follow this golden rule, if a customer compliments you on providing great service, go ahead and take credit for it. However, if a customer is angry or dissatisfied about something, do not attempt to pass the buck on to somebody else.
It would be unwise to underestimate the knowledge of a customer. If a customer does not seem to understand what you are trying to tell him, it just means that you are not providing him the information in a manner that he can understand. There is no such thing as a dumb customer! Remember this; a customer does not have to know everything about your product or service. Its your responsibility to educate him about it. That is the only way your customer will start using more of your products or services. And thats not all, a happy customer can get you many more new customers, however even a single unhappy customer can wreck your business! One of the crucial aspects of Total Quality Assurance is to ensure that your customers are treated with respect and in a fair and just manner.
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