The Quality of Good Customer Service & Professionalism | ColemanVac.com
What is Customer Service?
Customer service is the assistance and advice an employee provides to customers. Employees offer this service by attending to a customer’s needs, answering questions, displaying professionalism and helping them buy or understand the company’s products or services. Good customer service leads to happy clients and customers, which positively affects a company’s growth.
Benefits Of Good Customer Service
Good customer service has several benefits no matter the size of your business, so it’s important that your employees are consistently putting the customer first. Here are some benefits to expect when you and your employees offer superior customer service:
- Customer Satisfaction: As a business owner, it’s important to meet customer expectations by providing good customer service. When they anticipate this treatment in the future, it has the potential to translate into their loyalty to your business. This is particularly beneficial if you have a new or smaller-sized company than your competitors. Customer satisfaction also leads to customer referrals.
- Increased Customer Retention: When you treat your customers well, they’re more likely to feel comfortable at your establishment and inclined to return. Positive customer service experiences foster relationships with your customers and give them a reason to want to do business with you again. This creates a loyal customer base, which leads to an increase in sales and profit.
- Customer Referrals: If an employee has a positive experience at your establishment, they’re more likely to share it with their friends or family. This word-of-mouth marketing attracts new customers to your business, which results in more sales overall. Whether your prior customers promote your business in-person or online via one of their social media accounts, this is a free form of advertising that benefits your business without any cost to you.
- Positive Customer Reviews: If a customer has a good customer service experience at your business, there’s a chance they’ll leave your business a positive review online. These reviews give your company online recognition and exposure, giving your business the ability to reach a wider range of consumers. They also help you establish or grow your online presence, which results in more customers entering your doors.
- Better Work Environment: Positive customer service experiences and happy customers influence the attitudes of everyone in the workplace. Improved morale makes your employees feel more passionate about their job and gives them greater job satisfaction overall. When this happens, it positively affects their work performance, which benefits your company’s performance as a whole.
- Competitive Advantage: Having good customer service entices customers to do business with you as opposed to a competing company. This is beneficial if your business is smaller than others in your market or if your competitors are offering lower prices for similar products. If the customer service you provide is better than what’s offered at other establishments with lower prices, people are more likely to want to do business with your company no matter the cost differences.
Characteristics of Customer Service Strengths
Great customer service comprises several characteristics to ensure your customers feel valued and appreciated. When you understand the characteristics that make up great customer service, it’s easier to find these qualities in prospective candidates. Here are some characteristics of good customer service:
Empathy
Empathy is the ability to understand an individual’s feelings and where they’re coming from. When a customer is facing a problem, for example, displaying empathy involves understanding what they’re going through and taking the time to express concern. This sentiment lets them know your employees and the company cares about their feelings.
Problem-Solving Skills
Problem-solving is the ability to find a solution to a difficult issue or situation. It involves identifying a problem, understanding the cause of the issue, finding a solution and taking actionable steps to remedy the problem.
If a customer has a discrepancy with an order, for example, an employee uses their problem-solving skills to remedy the situation and find a suitable resolution for all parties. When an employee uses their problem-solving skills in this way, it shows that they value the customer’s satisfaction with your establishment.
Communication Skills
Communication skills are the ability to convey a message either verbally or through writing. While this skill is important in all industries, it’s especially important regarding customer service because this is how employees and customers interact and send and receive information.
Having strong communication skills shows your customers you understand what they’re saying. When employees listen well and speak clearly and effectively, it ensures customers receive all the information they need and don’t leave your establishment with unanswered questions.
Patience
Patience is a person’s ability to endure difficult circumstances without frustration, anger or other negative emotions. This characteristic is particularly useful when employees deal with angry or disgruntled customers
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If a customer is frustrated, it’s important for employees to remain calm and collected, which shows they’re attentive to customer concerns. This attentiveness leads to greater understanding between employees and customers and helps them resolve issues and answer questions more effectively.
Active Listening Skills
Active listening involves fully concentrating and focusing on what someone is saying. Active listening is important in business because the better an employee listens to customers, the easier it is to help them and give an appropriate response. This skill shows customers that employees care about what they have to say, which makes them feel valued and heard.
Positive Attitude
A positive attitude is a state of mind in which an individual looks at things favorably or with optimism. This trait is an important part of customer service as it shows professionalism and leads to greater customer satisfaction overall. When employees are happy, it makes customers feel good and puts them in the same state of mind. A positive attitude leaves customers with a good impression of your business, which translates into customer retention or company referrals.
Quick Response Time
This characteristic involves responding to an issue or circumstance in a timely manner. When employees have a quick response time, it shows they’re respectful of a customer’s time. This is important for good customer service because it ensures employees attend to customers promptly and that they’re meeting their needs.
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