Improving Customer Service in Organization: Support Team (Essay Sample)

Improving Customer Service
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Institution Affiliation
Improving Customer Service
Introduction
Initially, the customer service began as an assist given to clients at the front office desk of any organization or health facility. However, this evolved along with the invention of telephone. Today, customer service has expanded to include interaction with customers through emails, telephones, social media and service support sites among others. As such, experts define the term customer service as a company’s provision of services to its customers before, during as well as after a sale. For a business to succeed, the company must ensure customer satisfaction with their products. Therefore, small and big businesses need to focus on building a strong and efficient customer service because it is critical to the success of the company. The following paper presents several recommendations for improving the customer service for business growth.
Skills of the support team
Improving your company’s customer service begins with the staff or employees at the help desk. Every organization should ensure that the customer service team has the necessary skills and expertise to manage the needs of the customers. Some of the skills to look for in the customer service team include patience, consistency, adaptability and good communication skills. We know that some customers might have a lot of questions regarding the company’s services or products. As such, the support team should have empathy and be patient to answer all customers’ queries, thus satisfying them. A more important skill is to have good communication when explaining to the customer to make him or her understand.
Customer relations
The staff should not only have skills but also good interactions with the customers. One effective way of improving customer relations is practicing active listening. In other words, the support team should keenly listen to the customers to make sure they understand their requests. For example, a staff member can clarify or rephrase what the client said to ensure they understand each other. Also, the support team need to follow-up with the customer through email, to confirm if their problem was solved.
Organizational strategies
These are the customer service strategies that the organization can apply to please their customers. The customer service staff should always be available to answer customers’ queries. If for example the company conducts its business operations online, the staff may decide to meet with local customers face to face or conduct video calls for clients living in a far country. The ...