All organization should have an excellent customer service department but unfortunately, not all do. I have witnessed a few organizations who had poor customer service skills. Some organizations I will never support ever again. Customers deserves to be treated with respect. An awesome customer service will ensure loyal customers. For my organization, the following will be required to ensure excellent customer service: patience, good communication skills, attentiveness, and knowledge of the products. When assisting a customer, it is important to have patience. Without patience, it will be difficult to respond to a customer in a positive way. This means that the customer issues and concerns will not encounter good customer service. Lack of courtesy …show more content…
There are several communication skills I will use to have an excellent customer service. Effective communication will be implemented to listen and understand the customers. Active listening will be to listen and ask questions regarding the customers concerns they are voicing. When listening, my customer service team will make sure the customer out their thoughts and concerns then act on how to solve the issue. In order to obtain a successful customer service base, customer service relationship starts with good listening skills (George, Simon, 2011). When using verbal communication skills, customer service representatives will practice modesty, be clear on the subject at hand, be sure to talk as much as the customer, and most importantly, think before speaking. Strong communication skills will be used to make sure that proper grammar is used. Receive feedback from customers to make sure the customers understood what was discussed. Assertive communication will help my customer service to control emotions that will possibly develop. Assertive communication allows me to speak my mind while being protective of other people feelings. The best way to interact with customers in a positive manner is by utilizing social …show more content…
All of my customer service representatives, other employees included, will be trained to have knowledge of every product and how they work. Everyone will also be trained how to interact and how they should respond to a customer. Product knowledge is very essential. When the representatives are aware of the products, customers gain their trust towards the sales person. Knowing the products will increase confidence and will help to get products sold. A lot of organizations have employees that do not have a clue on how some products operate. When a customer run into a representative that lack knowledge on a certain product, it makes the customer second guess or even make them turn to the next customer service representative to assist them. Either way, it is not a good look. If the company get new products in, it is the manager’s job to inform the employees about the product and give a run down on how the product operate. My employees will be knowledgeable of all products the organization sells. This will prevent the confusion when trying to assist a customer. Less disappointments and more customer satisfaction is what my organization will try to achieve. I have run into a few customer service representatives that did not know that the company sold a particular item I was looking for. I blame management because every employee, customer service or not, should be aware of what the organization sell and do not carry.
Their purchase habits can also help to give the company a better understanding of the
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.
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.
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
Effective communication will be demonstrated by identifying good responses and poor responses, listening and responding, asking questions, bringing up difficult issues, addressing and disarming anger, and the effective combination of skills.
During the communication I often express the emotional opinions about the products and services to develop an emotional connection between the customers and the products or services that I am supposed to offer them. This communication style has helped me in my career as this style makes a lot of customers feel secure and safe.
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
Additionally, good interpersonal relationships are vital for most businesses, not only for reasons of motivation of staff, but also to achieve the business objectives of an organization. In today's competitive environment, a particularly important feature is to have high sensitivity and understanding of customer service. To care is not enough. I should be ready to do something extra to keep satisfaction at a high level. I have the ability to listen and observe in order to understand really, to discuss, to effectively convey my thoughts and my ideas orally or in writing, to associate and to express my ideas in a clear and efficient way.
There are many skills and techniques to learn before a business can have excellent customer service. If you are not putting the customer first and putting all else aside, it will show and slowly you will lose business. Learning how to speak positively, exhibit inviting body language, and listen actively are just a few of the skills that need to be taught to all employees that deal with customers. By providing adequate training and using that knowledge to the best of your ability, you can have the best customer relationships and a loyal following that could open new doors for new customers or even new stores. Giving outstanding customer service is a requirement if you want to keep your business open and prospering.
- inform themselves on specifications, requirements, capabilities of product or service - part of consumer’s responsibility
Communication is one of the most important factors in our lives. It dictates the relationships formed with the individuals in personal and professional lives. Effective communication provides a foundation for trust and respect to grow. It also helps better understand a person and the context of the conversation. Individuals often believe that their communication skills are much better than what they actually are. Communication appears effortless; however, much of what two people discuss gets misunderstood, thus leading to conflicts and distress. To communicate effectively, one must understand the emotion behind the information being said. Knowing how to communicate effectively can improve relationships one has at home, work and in social affairs. Understanding communication skills such as; listening, non-verbal communication and managing stress can help better the relationships one has with others.
Communication is the top quality that employers look for. Effective business communication starts by asking the right questions to understand the customer’s needs and wants to be able to recommend a product or service customized to the customer. One good tip would be to speak, pause, and listen. Communicate what you need and then pause to let the recipient process and respond to the information. With an average of 1800 messages being sent by workers through memos, telephone, email, faxes, and face to face, it is important to listen and pay attention to the recipient and send your information clearly. All in all, to be effective in business communication you need to be clear, brief, focused, and comm...