Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only One reason why good customer service is important is because it because it allows employees to build a relationship with customer. show more content A company must care for the Aug 10, · Identify customer needsAs customer's first impression is lasting and deeply, staffs use appropriately communication skills with prompt and courteous service to greet and
80 Customer Service Topic Ideas to Write about & Essay Samples | IvyPanda®
Get monthly insights handpicked by our editorial team. Act on it. LiveChat is a complete customer service platform that delights your customers and fuels your sales. Someone raves good customer service essay amazing customer service they just received? A friend recommends a service that offers near-instantaneous response rate? You make your own luck in customer service. If you want to tip the scales in your favor and produce good customer service results, see what skillsattitude and metrics you should follow. Here's a very simple definition of good customer service: good customer service is about maximizing your ability to make the bad things that happen to your customers go away really quickly.
First off, good customer service essay, you want to solve every case as fast as possible. The longer a problem persists, good customer service essay more of a nuisance it is for the customer. Secondly, you want to make the experience as enjoyable and professional as possible. This means that you should approach every customer equipped with tools and methods that will allow you to diffuse the situation and find a solution without giving PTSD to the customer. This means that agents working in customer service should be masters of social interaction, they should think quick on their feet and they should be able to magic a solution no matter the circumstances. Basically, you need a few double-o agents with a license to help.
Just like this guy. You can have acceptable, or even decent, customer service by getting either one of those conditions sorted. For example, if the help comes quick, customers are able to forgive unenthusiastic attitude or dry reception. It works the other way around too. The solution may come a bit slow, as long as agents are able to leave an impression after delivering world-class service — the kind you would expect from the most expensive hotels or restaurants in the world. However, only by getting both pieces of puzzle right you can reach the Holy Grail of customer service: people wishing that something breaks down just to get the taste of your good customer service one more time.
To provide good customer service, an agent needs the right combination of customer service skills and traits and knowledge of customer service best practices, good customer service essay. You have two ways of making sure that happens: hiring and training. Both are equally viable and can complement each other well. For our internal purposes we use our own Customer Service Quiz for former and Customer Service Training for latter, good customer service essay. For example, if you have someone with a very deep understanding of a certain technical aspect, e.
a programming language, but they also lack empathy, it would probably be easier in the long run to hire someone with a lot of empathy and teach them the programming language. In other words, a good character fit is probably more important than having all the skills when hiring. Even if you stand to save a bit of money by denying a customer free shipping or a refund, you will lose in the long run. This is good customer service essay LTV life-time value of the customer. The way you see your customer service is often quite good customer service essay to the way your customers see it. In the eyes of the customer, the channel they like the most is the channel they will use to get something sorted out.
They ask support questions on both channels and you need to be ready for it. Far too often a business will set up a dozen of channels like website, chat, phone, email and various social media profiles but will offer help on only a few of them. The majority of this multi-channel customer service opportunities are wasted on social media. Businesses set up profiles and fan pages with the intention of grabbing extra reach and clicks and simply forget or, even worse, ignore customers asking questions there. What they do know is that they can type in your company name on Facebook and post a quick question there. The longer such question stays up unanswered, the worse it will look. The only solution is: when you decide to go for social media, be ready to answer all kinds of questions there, especially those concerning support.
The speed at with which your customer service operates plays a huge part in creating an amazing experience. When preparing our Customer Service Reportwe found out that you can see a clear correlation between the speed of response and customer satisfaction CSAT. The faster your responses are, the higher customer satisfaction you can get. What does this mean for your business though? How do you speed up your customer service? You should think of all the things that keep pulling you down and improve them, good customer service essay, one by one. First of all, in all types of online customer service, the typing speed of agents will be the deciding factor. Typing speed is the raw horsepower of your customer service.
To get better at typing, you need to start with a typing speed test to see what you can already do. Tests like this can also be used in the recruitment process to provide some extra data about the candidate. Once you know how many WPM words per minute you can churn out, good customer service essay, you can start practicing typing using various training programs. Using an app like keybr. com will allow you to adjust the training level once you start improving. Allocating as little as minutes daily to train typing speed can quickly start paying dividends. The end goal is to be able to touch type and reach WPM. With that kind of speed, an agent is able to type a response in seconds and handle several simultaneous conversations on live chat with ease if you don't have a live chat app, you can test if for days for free.
Typing speed is not the only thing that will help you create faster responses and solutions for customers. Another big factor is your ability to organize your work. The more hoops an agent has to jump through when resolving cases, the longer they will take. It should be your top priority to remove these hoops and streamline the whole process. Customer service professionals need to be empowered and so that they can handle good customer service essay cases on their own. That said, when agents need to consult someone, it would be great if they knew who to contact. Tip for managers: Make a habit out of directing specific questions to the right people only. Good customer service essay worst you can do in such situation is to send the question to the whole team.
It creates this bystander effect — nobody will want good customer service essay pick it up because there are other people around that can do it too. The third pillar of fast customer service is proper time good customer service essay. Every distraction takes away from the precious time you could be spending on helping customers, extending the case resolution time. If you constantly find yourself procrastinating on websites like Facebook or Reddit, block them. If your mobile phone distracts you because of texts, notifications and calls, good customer service essay, turn it off or place it out of sight and out of reach, good customer service essay.
Download a time-tracking app and prepare to be surprised. When you start using an app like Rescue Timeyou start noticing how much time is wasted on mundane or trivial things like reading company emails. What is the biggest time-eater? Internal communication, hands down, good customer service essay. How do you know that your customer is up to scratch? You need to gather customer feedback whenever possible and keep an eye on the important customer service metrics. The two main ways of gathering feedback are customer surveys and NPS score measurement. You can send a short survey to your customers whenever you solve their problem.
You don't even have to spend a ton of cash on it. You can create a small survey in Google Forms and have the results stored in Google Sheets — good customer service essay come for free and will allow you to get started. Another, more advanced way of gathering feedback are NPS surveys. NPS, which stands for Net Promoter Score, is a methods of measuring the loyalty of your customers. In the survey, you first need to ask the following question: "On a scale from 1 to 10, how likely are you to recommend our service to your friends or colleagues? Depending on the answer, the customers are divided into Detractorsthose who will eventually leavePassivescustomers who won't leave but also don't want to promote your business and Promoterscustomers who will go out of their way to say good things about your services.
In the second question of the survey, you simply the user to provide a comment on their scores. This allows you to see what makes promoters like your services and what makes detractors leave, good customer service essay. And once you know that, you can do something about it. When it good customer service essay to metrics you should follow, these will largely depend on the tool good customer service essay are using. However, most tools will share the following metrics:. Media Temple is a US-based hosting provider with an amazing customer service recruitment and training process. They are looking for specific traits and skills that are both beneficial when working in customer service and can serve as a foundation to build upon.
All Media Temple trainees start with a three-week classroom training, during which they learn all the basics of customer service and get to know the company itself. After that, the new agents start helping customers under the watchful eyes of supervisors, good customer service essay. The result? Loads of highly-trained, professional agents good customer service essay bring in amazing customer service results. Way to go Media Temple! Netflix, despite its gazillion customers, is a great example of a business with an amazing customer service response speed. When you reach the Netflix customer service website you get a quick estimate of how long you would need to wait for a phone representative or a live chat agent.
Amazon customer service is one of the most comprehensive support experiences you can get. Their customer service game has always been really strong. Amazon came up with a really cool idea for in-app support. To provide direct access to customer service for their Kindle Fire users, they created the Mayday feature.
Avoid Saying This in Your Essay
, time: 0:29The Definition of Good Customer Service
One reason why good customer service is important is because it because it allows employees to build a relationship with customer. show more content A company must care for the Customer service should be designed and delivered seamlessly from the customer's point of view. Customer-driven operations lead to success. Decentralized, uncoordinated customer Aug 10, · Identify customer needsAs customer's first impression is lasting and deeply, staffs use appropriately communication skills with prompt and courteous service to greet and
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