For as long as customers are the key stakeholders in every market, they need to be treated well and be kept happy.
Today’s customers know what they are after and have the resources to research it, and know they can take their business to one of your competitors in a click of a button if your organization cannot provide what they want.
The spread of dissatisfaction of service from one customer to others is like the spread of wildfires, so as satisfaction. As a result, good customer service and the skills around it have never been more important. It’s not surprising that high-quality customer service has a positive impact on an organization’s success.
The reality of the situation is that effective customer service is made up of a number of useful skills. As such, in order for a business to successfully provide their customers with the kind of exceptional service everyone expects, they need to identify and focus on developing the skills that go along with it.
Some Important Customer Service Skills
- Being Nice: Taking time to be nice to every customer irrespective of their contribution will go a long way to create a lasting relationship between you and your customers. Always have in mind that customers are always right. This should be the basic principle for every organization.
- Knowledge: The best forward-facing employees in your company will work on having a deep knowledge of how your product works. Without knowing your product from front to back, you won’t know how to help customers when they run into problems.
- Flexibility: How many times have you had an issue with a product or a service and visited an FAQ page to find a solution, only to discover that your particular issue isn’t addressed? Customers have complex lives, and the problems they encounter are complex as well. This is precisely why customer service lines exist (so that customers can get custom answers to their individual problems).
- Communication Skills: Even customer service representatives with all of the answers can easily drive away customers if they don’t know how to communicate well. Bad communication leads to misunderstandings and aggravation, which have a way of bringing an abrupt end to customer relationships. Because of this, teaching your employees how to effectively communicate should be a top priority.
- Patience: The patience can squeeze water out from the rock. Always remember that you have answers to what customers want, the customer is contacting your firm because they don’t have the answers. They may even be frustrated and could blame you personally for their product not working to their satisfaction. But as aggressive as they may be, know that they’re simply upset and learn to not take it personally.
These are some few facts but powerful tool than $1,000,000.00 investment with no good customer- service relationship.
Source: Ebenezer Nkum / Busines.com.gh