Customer Service Essay. 8 August Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their blogger.comted Reading Time: 12 mins Importance of Customer Service Essay example. Words3 Pages. Importance of Customer Service. Introduction. Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to Aug 26, · Good customer service definition. Here's a very simple definition of good customer service: good customer service is about maximizing your ability to make the bad things that happen to your customers go away really quickly. There are two major factors that play a role here. First off, you want to solve every case as fast as possible. The longer a problem
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Get monthly insights handpicked by our editorial team. Act on it. Someone raves about amazing customer service they just received? A friend recommends a service that offers near-instantaneous response rate? You make your own luck in customer service. If you want to tip the scales in your favor and produce good customer service results, see what skillsgood customer service essay, attitude and metrics you should follow. Here's a very simple definition of good customer service: good customer service is about maximizing your ability to make the bad things that happen to your customers go away really quickly. First off, you want to solve every case as fast as possible.
The longer a problem persists, the more of a nuisance it is for the customer. Secondly, you want to make the experience as enjoyable and good customer service essay as possible. This means that you should approach every customer equipped with tools and methods that will allow you to diffuse the situation and find a solution without giving PTSD to the customer. This means that agents working in customer service should be masters of social interaction, they should think quick on their feet and they should be able to magic a solution no matter the circumstances, good customer service essay. Basically, you need a few double-o agents with a license to help. Just like this guy. You can have acceptable, or even decent, customer service by getting either one of those conditions sorted.
For example, if the help comes quick, customers are able to forgive unenthusiastic good customer service essay or dry reception. It works the other way around too. The solution may come a bit slow, as long as agents are able to leave an impression after delivering world-class service — the kind you would expect from the most expensive hotels or restaurants in the world. However, only by getting both pieces of puzzle right you can reach the Holy Grail of customer service: people wishing that something breaks down just to get the taste of your good customer service one more time. To provide good customer service, an agent needs the right combination of customer service skills and traits and knowledge of customer service best practices. You have two ways of making sure that happens: hiring and training.
Both are equally viable and can complement each other well, good customer service essay. For our internal purposes we use our own Customer Service Quiz for former and Customer Service Training for latter. For example, if you have someone with a very good customer service essay understanding of a certain technical aspect, e. a programming language, but they also lack empathy, it would probably be easier in the long run to hire someone with a lot of empathy and teach them the programming language. In other words, a good character fit is probably more important than having all the skills when hiring. Even if you stand to save a bit of money by denying a good customer service essay free shipping or a refund, you will lose in the long run.
This is the LTV life-time value of the customer. The way you see your customer service is often quite different to the way your customers see it. In the eyes of the customer, the channel they like the most is the channel they will use to get something sorted out. They ask support questions on both channels and you need to be ready for it. Far too often a business will set up a dozen of channels like website, chat, phone, email and various social media profiles but will offer help on only a few of them, good customer service essay. The majority of this multi-channel customer service opportunities are wasted on social media. Businesses set up profiles and fan pages with the intention of grabbing extra reach and clicks and simply forget or, even worse, ignore customers asking questions there, good customer service essay.
What they do know is that they can type in your company name on Facebook and post a quick question there. The good customer service essay such question stays up unanswered, the worse it will look. The only solution is: when you decide to go for social media, be ready to answer all kinds of questions there, especially those concerning support. The speed at with which your customer service operates plays a huge part in creating an amazing experience. When preparing our Customer Service Reportwe found out that you can see a clear correlation between the speed of response and customer satisfaction CSAT. The faster your responses are, the higher customer satisfaction you can get.
What does this mean for your business though? How do you speed up your customer service? You should think of all the things that keep pulling you down and improve them, one by one, good customer service essay. First of all, in all types of online customer service, good customer service essay, the typing speed of agents will be the deciding factor. Typing speed is the raw horsepower of your customer service. To get better at typing, you need to start with a typing speed test to see what you good customer service essay already do. Tests like this can also be used in the recruitment process to provide some extra data about the candidate. Once you know how many WPM words per minute you can churn out, you can start practicing typing using various training programs.
Using an app like keybr. com will allow you to adjust the training level once you start improving. Allocating as little as minutes daily to train typing speed can quickly start paying dividends. The end goal is to be able to touch type and reach WPM. With that kind of speed, an agent is able to type a response in seconds and handle several simultaneous conversations on live chat with ease if you don't have a live chat app, you can test if for days for free. Typing speed is not the only thing that will help you create faster responses and solutions for customers. Another big factor is your ability to organize your work.
Good customer service essay more hoops an agent has to jump through when resolving cases, the longer they will take. It should be your top priority to remove these hoops and streamline the whole process. Customer service professionals need to be empowered and so that they can handle most cases on their own. That said, when agents need to consult someone, it would be great if they knew who to contact. Tip for managers: Make a habit out of directing specific questions to the right people only. The worst you can do in such situation is to send the question to the whole team. It creates this bystander effect — nobody will want to pick it up because there are other people around that can do it too. The third pillar of fast customer service is proper time management.
Every distraction takes away from the precious time you could be spending on helping customers, extending the case resolution time. If you constantly find yourself procrastinating on websites like Facebook or Reddit, block them. If your mobile phone distracts you because of texts, good customer service essay, notifications and calls, turn it off or place it out of sight and out of reach. Download a time-tracking app and prepare to be surprised. When you start using an app like Rescue Timeyou start noticing how much time is wasted on mundane or trivial things like reading company emails. What is the biggest time-eater? Internal communication, hands down. How do you know that your customer is up to scratch? You need to gather customer feedback whenever possible and keep an eye on the important customer service metrics.
The two main ways of gathering feedback are customer surveys and NPS score measurement. You can send a short survey to your customers whenever you solve their problem, good customer service essay. You don't even have to spend a ton of cash on it. You can create a small survey in Google Forms and have the results stored in Google Sheets — both come for free and will allow you to get started. Another, more advanced way of gathering feedback are NPS surveys. NPS, which stands for Net Promoter Score, is a methods of measuring the loyalty of your customers. In the survey, you first need to ask the following question: "On a scale from 1 to 10, how likely are you to recommend our service to your friends or colleagues?
Depending on the answer, the customers are divided into Detractorsthose who will eventually leavePassivescustomers who won't leave but also good customer service essay want to promote your business and Promoterscustomers who will go out of their way to say good things good customer service essay your services. In the second question of the survey, you simply the user to provide a comment on their scores. This allows you to see what good customer service essay promoters like your services and what makes detractors leave. And once you know that, you can do something about it.
When it comes to metrics you should follow, these will largely depend on the tool you are using. However, most tools will share the following metrics:. Media Temple is a US-based hosting provider with an amazing customer service recruitment and training process. They are looking for specific traits and skills that are both beneficial when working in customer service and can serve as a foundation to build upon, good customer service essay. All Media Temple trainees start with a three-week classroom training, during which they learn all the basics of customer service and get to know the company itself.
After that, the new agents start helping customers under the watchful eyes of supervisors. The result? Loads of highly-trained, professional agents that bring in amazing customer service results. Way to go Media Temple! Netflix, good customer service essay, despite its gazillion customers, is a great example of a business with an amazing customer service response speed, good customer service essay. When you reach the Netflix customer service website you get a quick estimate of how long you would need to wait for a phone representative or a live chat agent.
Amazon customer service is one of the most comprehensive support experiences you can get. Their customer service game has always been really strong. Amazon came up with a really cool idea for in-app support. To provide direct access to customer service for their Kindle Fire users, they created the Mayday feature. You can use it at any time of the day and expect to get help within a few minutes.
How to give great customer service: The L.A.S.T. method
, time: 10:13The Definition of Good Customer Service | Success by LiveChat
Oct 21, · Customer Service Is a Fundamental Service That. Words: Length: 4 Pages Document Type: Essay Paper #: Read Full Paper. Customer service is a fundamental service tat a business sould provide in order to increase sales and ave a Aug 26, · Good customer service definition. Here's a very simple definition of good customer service: good customer service is about maximizing your ability to make the bad things that happen to your customers go away really quickly. There are two major factors that play a role here. First off, you want to solve every case as fast as possible. The longer a problem The best part is that you can pick up and work on any topic within any field. With us you can build experience while earning good money! The essay writing service industry has been under scrutiny by many academic institutions. Students who purchase essays online run the risk of getting poor grades or worse, facing expulsion
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