Good customer service to me, means the person providing customer service needs to have certain qualities and skills that demonstrate to the customer that they are willing and able the help them out. Such skills include listening, speaking, and being able to act respectfully and control their emotions when dealing with a stressful person, while other qualities include having the means and knowledge to properly help a customer, having a nice friendly attitude, and showing that they are willing to offer their time and energy to someone. Additionally, good customer service means that the customer had an overall positive experience and would want to be served repeatedly without having to think twice about whether the service they are receiving is helpful.
Further describing the necessary skills to provide customer service, among the most important includes communication—both listening and speaking. Listening is important because the customer needs to describe their request, and as a listener, you need to be able to interpret what they are saying in order to decide how to help them. The other part of communication involves speaking and being able to speak in a way for the customer to know that they are being
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Understandably, sometimes you won’t always have access to information or equipment to help someone, and in those moments, you need to be able to provide them with the next best solution or lead them to someone who can actually be of help. To supplement this quality, having a friendly attitude can help distinguish “good” customer service from “great” customer service, as the distinguishing factor is how valued the customer feels after being helped. This goes along with showing that you are willing to offer your time and energy to someone because people like to know that they are valued, not just knowing you are there “doing your
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
Staff at Asda and BT also need be trained to have good customer service meaning they will be taught to be friendly and mannered and puts the customer first as this skill is very important in creating loyal customers.
Customer service is the process that is provided to the customers before, during or after purchasing goods and services from the business. The actions that the business takes to ensure that the customers are happy and satisfied make the customer service to stand out from its competitors in the market. In order to offer a good customer service the business needs to know the customers well. The business needs to understand what the customer expects. Furthermore the business should understand what the customer needs and wants. Essentially the better the ways in which the business meets customers’ expectations and needs, the better customer service would be.
Without good customer service and keeping your promises, your company would have loyal customers. According to 5 Focusing Steps, “If you’re not yet sold on the idea, consider that a 2 percent increase in customer retention has the same effect as decreasing costs by 10 percent. Not only that, but it costs over six times more to get a new customer than it does to keep one.” Customer satisfaction should be a golden rule of all companies.
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
Talent: in order to provide the best customer service, managers should hire qualified and interested talent (Anderson, 2016). In my opinion, managers should clearly identify the required skills and experience for a specific position. Following this, they have to recruit, train, motivate, promote employee and molded them to be the future leaders.
1.1 Explain the value of customer service as a competitive tool Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have the skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service.
In my two and a half years at Kmart, I have learned many things about manners. I have worked in just about every area in the store and have helped many people. I use certain techniques to help them feel welcome and more comfortable while shopping. "Private companies offering goods and services for sale can't survive if they go our of their way to alienate consumers. Buyers can always go elsewhere" (Chapman 168). For this reason, I always begin every conversation with a pleasant "Hello." Also, I try to smile as much as I can. Moreover, I talk to the customer while helping them find their item, and I always end a transaction with a "Have a nice day." Also, while talking to a cu...
Communication Skills are one of the most important interpersonal skills to have because if a team doesn't communicate it will not function properly because none of the members will know what their job roles are so won't be able to work effectively and as a co-ordinated unit. Communication allows a team to flow an express any problem or view any disagreements they have.
The customer services styles are quite important when it comes to the direct dealing with customers. Besides the products or services that are being offered to the customers by the organization you are working for, the way in which the sales persons represent those products and services to the customers play a major role in the satisfaction of the customers. The customers often seek polite, genuine and helpful response from the customer service representatives and for that purpose the customer service representatives adapt different customer service styles depending on the priorities of the customers.
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
Customer relations techniques include a number of skills, such as effective verbal and non-verbal communication, ability to ask relative questions, to be attentive, knowledge of different people and cultures, knowledge of where services and products are available from, problem-solving and decision making skills. Customer relations involve understanding the local and international visitors' needs, providing appropriate service, and handling complaints and feedback.
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
Every business consists of a variety of communication activities such as listening, speaking, questioning, gathering and participating in small work groups. The listening skill is one of the most important aspects of communication process. It helps to understand and read the other person’s message. Effective listening skills create positive workplace relationships which influence our opinions and responsiveness to one another.
Difficult customers are just part of doing business today. “Difficult customers could be those in which you have to deal with negative, rude, angry, complaining, or aggressive people. These are just a few of the types of potentially difficult interactions” (Street). From time to time, you will also find the need to help customers who can be designated as difficult, but in a different way: Lack of knowledge about your product, service and or policies, dissatisfaction with your service and or product, demanding, talkative, internal customers with special requests, language barriers and elderly or disabled customers that need assistance. Companies and businesses that know how to deal with difficult customers or customers with special needs the right way allow a company or business to reap the benefits of high customer satisfactions and increased customer retention.