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Importance of customer service
Importance of customer service
Importance of customer service
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A lot of people think customer service is about fixing things and solving problems. That’s not the whole story. The real goal of customer service is to provide a positive experience that people associate with your company. Solving a customer’s problem often achieves this, but that’s not always within the control of a service rep. Some cases get escalated, and others were never really product problems to begin with. The Value of Empathy What is true 100% of the time, however, is that when a customer reaches out for service, she wants to be heard and feel like the person on the other end of the conversation truly understands what she’s going through. Customer service can’t always deliver solutions, but it can always deliver empathy. The impact of customer emotions cannot be ignored. Remember that customers who contact support have tried everything else themselves already. As a live service rep, you are their last hope before they give up—maybe on …show more content…
There are a number of differences, and they all stem from the presence of empathy. Roughly 80% of the time, service reps don’t even ask for a customer’s name. That’s an easy way to say, “I don’t care about you or your problem.” Great service—the kind where a service rep exudes personality, makes helpful suggestions beyond your initial question, and celebrates your success with you—happens because the rep actually cares about the outcome. She knows what you’re going through and understands the impact the problem is having on your day. Empathy from the rep aligns her with the customer’s pain, so she’s motivated to do all she can to ease it. By putting yourself in the shoes of a customer, you also get context that helps you do your job: “I know how painful it can be in a meeting and realize halfway through that there’s an error in the report. Did you export it as a PDF the night before or pull it up fresh on your mobile
out the right solutions for that customer. Empathy is one of the qualities that a Customer
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
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
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 many 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. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
Empathy is the ‘capacity’ to share and understand another person’s ‘state of mind’ or their emotion. It is an experience of the outlook on emotions of another person being within themselves (Ioannides & Konstantikaki, 2008). There are two different types of empathy: affective empathy and cognitive empathy. Affective empathy is the capacity in which a person can respond to another person’s emotional state using the right type of emotion. On the other hand, cognitive empathy is a person’s capacity to understand what someone else is feeling. (Rogers, Dziobek, Hassenstab, Wolf & Convit, 2006). This essay will look at explaining how biology and individual differences help us to understand empathy as a complex, multi-dimensional trait.
Not knowing how important customer service is to the company and how to quickly respond when questions about delivery arise can hurt the supply chain of the company. Customer is becoming an important factor of the everyday business, therefore, knowing how to deal answer questions about delivery methods is important. Most of the time is...
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.
In summary, as a customer representative, I have been in unpleasant situations that have required me to calm irate customers. I’ve discovered first hand, that an apology is worth a thousand words; from experience, I understand the impact of being a great listener, especially when dealing with irate customers. However, we know that providing great customer service doesn’t end with apologizing, or being a tentative listener. It is our duty as CSR’s to go above and beyond providing customer satisfaction. We must show our customers that we value and appreciate their services, by providing them with the value of service they will appreciate. In the process we will gain loyal customers, prevent customer defections and generate free advertising by word-of mouth.
Complaints are a good form of feedback. They're a few steps to follow in handling difficult situations. The first is to Focus and listen to the customer. The next is to be courteous and discreet, if possible take the customer away from others. Then suggest way(s) to fix the problem, if nothing can be done thank the customer for bring the problem to your attention. If you can't fix the problem go to somebody who can but stay there to make sure the problem is resolved. Then find the solution and implement it, then check the customer is happy and re-thank them for bring the problem to your attention. Last off all record the situation in your establishments logbooks.
On Tuesday 6:30am an old friend of my mine that I knew for 20 years in NY, past away due to a heartatach, it was a shock to my self and all his family. I flew out to New York, trying to put my self together as it just hit me I will never see him again or hear his remarks about my way of life. All of the sudden I realized if I feel like that how will his children feel, how will there stepmother feel, and I remember yes they just lost their mom few years ago and now their dad. I started feeling sorry for them. I realized I am feeling sympathy for the kids and wife, I was thinking that they are remember their father with pain. I did not think as an empathetic person that maybe they are remembering their father with pain but also with the pleasure, he brought to their life.
Empathy is the ability to imagine yourself in someone else’s position and to intuit what that person is feeling (Pink, 2006). Rather than simply sympathizing, empathy enables us to put ourselves into the shoes of another and actually feel what they are feeling. This vicarious sense allows us to better understand people and their experiences. Understanding others and their experiences is vital in education. Whether dealing with different races, religions, sexes, etc., empathy provides us with an avenue to widespread understanding of others that even language cannot.
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.
Recently, inhabitants of many societies and communities are demonstrating a unwillingness to care about their neighbors, and with this comes changes in those societies.
When entering a restaurant, I usually expect to leave full, satisfied, and wanting to come back again. I believe that many people expect the same thing. The way people react to service can be very different from person to person. Depending on the way the customers are feeling, or the way that the server is feeling can be a big factor for the way service comes across. Service is an important part of everyone’s lives because majority of the jobs that people preform are service related. Poor service is an unfortunate part of life that everyone comes across. The way that I react to the poor service I receive is important and can change in the blink of an eye. Whether I react in an outspoken way, by getting loud and voicing my opinion. Or if I react in a quiet or apologetic way, it can affect my server, and the people around me, and myself.