We’ve all probably at some point heard the term “Customer Service”, and while some of us know what it is, a number of people still don’t understand the concept. So what is customer service?
Customer service is the direct one-on-one interaction between a consumer and a representative of an organization before, during and after a business transaction.
Customer service is important to every organization and here’s why:
- It retains customers and brings value to the company
- It represents the company’s brand, image and values
- It creates direct marketing opportunities to potential lifetime customers
- Good customer service creates happy customers
- Good customer service is a competitive advantage to your company
- It creates trust between your company and your customers
- It reflects quality and reliability
Customer service can be beneficial to your organization, depending on the behavior of the customer service representative towards customers. Here’s how:
A well-behaved customer service representative will create
- Loyal customers
- Life-long customers
- Better working environment
There are certain traits to look for in a good customer service representative. A good customer service representative should:
- Practice Empathy, Patience, and Consistency
- Understand that good customer service is a continuous learning process
- Show Your customers your work ethic
- Have thick skin
- Pay attention to customer’s experience
- Be attentive
- Be able to follow-up after a Problem is Solved
- Be enthusiastic, charismatic and flexible.