Every business that finds its foundation in customer service has an essential task, which is undoubtedly to provide adequate attention.
When a customer feels well taken care of, it is a fact that he/she will return, and will make regular use of the service you are providing.
However, providing a good service is not a task that should be taken lightly, there are some factors that determine that the customer service is adequate and of quality, which ultimately will mark your reputation in the market.
The first factor is basically focused on personnel.
This factor is usually a determining factor, mainly because the staff is the one who will be the face of the customers and who is responsible for providing a good image and good service.
But how to make this happen? How do I get my staff to provide good service?
Basically, the burden of this task rests on the constant training of personnel.However, although the constant training of personnel is fundamental, it is also necessary that the personnel feel at ease in their workplace, as well as being listened to, recognized and well remunerated, therefore the generation of adequate and competitive employment policies plays a very important role in this process, with this undoubtedly the personnel will have the necessary conditions to maintain an adequate disposition to provide a good service.
In addition, it is vital that the staff (who are the ones who are involved in the daily dynamics) have the opportunity to provide proposals for improvement The empowerment of employees is a fundamental tool in the success of customer service processes. John Tschohl, who is considered a customer service guru, states that.
“employees must have the freedom and power (empowerment) to make quick decisions for the benefit of the customer.”
Encourage in your personnel, fundamental attitudes such as: knowing how to listen, being kind, providing security and confidence, professionalism and credibility, kindness, empathy. These are fundamental characteristics that any person in charge of providing customer service must have.
How can we evaluate whether the customer is satisfied with the service? Or how do we know if we are achieving the customer service objective?
For this it is necessary to conduct customer satisfaction surveys, where recommendations can be made to improve the service, this is an infallible way to receive customer feedback on the service they are receiving.
The second key factor is to demonstrate to the customer that he is important
Not in vain there is a popular phrase in the market that says that “The customer is always right” the reality is that without the customer there is no business, therefore, you must be able to make him feel comfortable with the service, and in this case it is again essential to resort to the empathy of employees with the customer’s needs.
Value your customers’ time
It is very important to generate agile and fast processes, this aspect is always highly valued, nobody likes to use long periods of time in a single management, therefore it is absolutely necessary that the processes are designed to be carried out quickly and efficiently, with appropriate technology and also with the necessary quality to end with a satisfied customer for the service.
Incorporate appropriate technology into your business
Technology is another really important factor in ensuring adequate service that meets customer expectations.
Everything you can optimize through your technology will have the ability to make you stand out in the marketplace and give you an edge over what could be your competition.
Adequate technology ensures thatservice timesare optimal, that customers can eventually self-manage some requirements in a simple way, which undoubtedly has a positive impact on the customer’s experience with the service received.
Be consistent with what you offer
If you offer, for example, quality, speed, it is mandatory that this is the starting point to establish the strategies in terms of the services you will provide to your customers.
Customer service is a fundamental part of any marketing strategy, and it is basically because the customer is the one who according to his experience has the final decision to become your main fan or simply discard you for not meeting his expectations, which is why in any market strategy it is essential to adequately cover this segment.
