Post by ruhaimaromana22 on Nov 4, 2024 23:17:09 GMT -8
Customer service is the support you offer your customers before, during, and after they purchase or use your products or services. A high level of customer service is critical if you want to retain your existing customer base and grow your business.
How developed is customer service in Russia in 2019? Do all companies understand what it is and why it is necessary?
Customer service is critical to effective competition.
In the past, people chose which social media marketing service companies to work with based on price or product features. But today, the deciding factor is the entire experience of interaction, including communication with brand representatives.
According to Gartner, 89% of companies now expect to compete primarily on customer service.
Excellent customer service ensures the integrity and high quality of the customer experience, especially when your team goes beyond simply reacting to problems.
Below, we will consider several criteria that your employees must have for successful customer service.
1. Patience
Your company's employees must have patience, as high-quality service is always better than fast service.
According to American programmer and writer Derek Sivers, quality customer service, not fast customer service (ending the contact as quickly as possible), is time spent communicating with the client in order to better understand his problems and needs.
Without a doubt, your operators should know the product inside and out. This will help them to be aware of all possible options, as well as to know the market in order to suggest differences from competitors.
Ability to speak positively
It is important to "smile" during a conversation. Believe me, it is felt. Any communication with a client - be it a phone conversation or a chat - should be built on politeness. It sounds trite and hackneyed, but this magic thing still works flawlessly.
Ability to recognize client emotions
It doesn't matter what channel of communication the client uses - by phone or text, it is important that operators can recognize whether the client is angry, disgruntled or, on the contrary, loyal. This will help avoid conflict situations.
Calmness
If a conflict has nevertheless come to a head, calmness is precisely the quality that will help your operator resolve it. Be calm when the client asks the same questions, be unperturbed if you answered these questions, be able to respond tactfully, and not get furious at any “inconvenient” action of the client. As Carlson said: “Calm down, only calm down.”
Ability to cope with unexpected situations.
Often, clients present surprises in the form of inadequate reactions or rude behavior. And this situation cannot always be predicted. A seemingly adequate client may start swearing or something even worse. To do this, your operators need to learn to cope with unexpected situations. Finding an approach to a particular client will help expand the client base, increase loyalty to your company and will have a positive effect on sales.
How developed is customer service in Russia in 2019? Do all companies understand what it is and why it is necessary?
Customer service is critical to effective competition.
In the past, people chose which social media marketing service companies to work with based on price or product features. But today, the deciding factor is the entire experience of interaction, including communication with brand representatives.
According to Gartner, 89% of companies now expect to compete primarily on customer service.
Excellent customer service ensures the integrity and high quality of the customer experience, especially when your team goes beyond simply reacting to problems.
Below, we will consider several criteria that your employees must have for successful customer service.
1. Patience
Your company's employees must have patience, as high-quality service is always better than fast service.
According to American programmer and writer Derek Sivers, quality customer service, not fast customer service (ending the contact as quickly as possible), is time spent communicating with the client in order to better understand his problems and needs.
Without a doubt, your operators should know the product inside and out. This will help them to be aware of all possible options, as well as to know the market in order to suggest differences from competitors.
Ability to speak positively
It is important to "smile" during a conversation. Believe me, it is felt. Any communication with a client - be it a phone conversation or a chat - should be built on politeness. It sounds trite and hackneyed, but this magic thing still works flawlessly.
Ability to recognize client emotions
It doesn't matter what channel of communication the client uses - by phone or text, it is important that operators can recognize whether the client is angry, disgruntled or, on the contrary, loyal. This will help avoid conflict situations.
Calmness
If a conflict has nevertheless come to a head, calmness is precisely the quality that will help your operator resolve it. Be calm when the client asks the same questions, be unperturbed if you answered these questions, be able to respond tactfully, and not get furious at any “inconvenient” action of the client. As Carlson said: “Calm down, only calm down.”
Ability to cope with unexpected situations.
Often, clients present surprises in the form of inadequate reactions or rude behavior. And this situation cannot always be predicted. A seemingly adequate client may start swearing or something even worse. To do this, your operators need to learn to cope with unexpected situations. Finding an approach to a particular client will help expand the client base, increase loyalty to your company and will have a positive effect on sales.