Managing Customer Service: Provision of Good Customer Service Technique (Essay Sample)

Managing Customer Service
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Managing Customer Service
Provision of Good Customer Service Technique
Providing excellent customer service will create loyal customers who will be willing to refer your business to colleagues, family, and friends. To provide customer service should start with a genuine desire to delight your customers but one needs to think beyond selling your products or services. The first step in making good customer service is to know your products or services in and out such that in case the customer asks common questions about the product, you will be able to answer them accordingly. The seller should know how the product or service works. The person dealing with the customers should be friendly to the customers. When dealing with customers face-to-face or even through telephone, the customer should be able to see or realize as smile through the voice every time they ask for help (Noble et al., 2015). It is always said that customer service starts with a smile, the person should be ready to be friendly to the customer.
Always, gratitude is memorable; it is good to thank you to the customer after every transaction or conversation, as a start of good customer service. It will remind your customers why hired your company or shop at your store. All the staff should be trained on how to interact, talk, and solve problems with customers (Conway & Briner, 2015). It will help in providing the staff with skills and tools to carry out good customer service at any point in time they are interacting with customers. The staff handling customer service needs to show respect to the customers. It is through being respectful and courteous to the customers and avoiding a situation where personal emotions overtake the desire to make the customer leave happy.
Presenting problems or Ideas in Customer Service
In any business organization, there is a protocol to follow when raising or presenting any issues or ideas. When the team handling customer services has a problem or idea, they will present it to their supervisor who is in charge of their department. The supervisor will present the raised issue to the management and even offering some suggestions on how to solve it, as he/she will understand it better from the explanation forwarded from the customer representative teams. The management will respond to the issue immediately to avoid losing customers to the competitors.
Conscious or Unconscious Customer Questions
Before customers make the decision to purchase, they will ask themselves questions consciously or unconsciously. Such questions include; will the product or service satisfy my need? Will I afford to buy the product? Is the product of the right quality? Is there any other alternative product or service? Will the product need any other cost after buying? In most cases, the questions will be about the price, quality, satisfaction, affordability and any costs incurred after buying the product (Keiningham et al., 2015). The customer will be trying to cage him/herself if the product will assist him/her as well as meeting the costs incurred when buying and after buying.
Ways of learning good customer service skills
Employees can learn good customer service skills in various ways. Training is one of the ways, as the employees will acquire various skills on how to interact and respond to frequent customer questions. The organization will frequently assess customer services offered by the employees, and if they realize any weaknesses or any improvement needed, they will organize training to equip the employees with the skills needed (Noble et al., 2015). Employees will also acquire customer service skills through experience. Since the employee will have been handling customer services for some time, he/she will have learned how to respond to common customers and how to respond to the customer beginning when the customer enters the business premises. Another way of learning customer service skills is through staff interaction and discussions. After a given period of working, the management can decide to have a staff forum to discuss how they have been working for sometime concerning customer service or any other activity. In the forum, the staff will explore their successes and weaknesses, and they will advise each other on how to deal with the customer. At the end of the forum, every employee will have learned how to improve on the successes and work on the weaknesses to meet the needs of the customers.
Quality Products and Services
For the customer to receive quality products and services the organization should set the objectives or the standards of the product needed to meet customer satisfaction. Through the market assessment, the management with the help of the staff in the marketing department will develop the standard quality of the product needed in the market. Ti is after conducting a survey to ascertain the quality of the current products offered in the market, weaknesses of the products, and any improvement on the product to meet customer needs. As a result, the management will set quality standards about the survey conducted in the market (Conway & Briner, 2015). Another entity is the external body, which is responsible for setting overall quality standards of certain products within a geographical area. In such cases, the quality standards of certain products should be equal, and it will be regulated by one entity. Examples of such entities include Bureau of Indian Standards, American National Standards Institute, and Brazilian National Standards Organization.
Workplace Application
The business operation involves day-to-day functions and activities of the business conducted with the aim of generating profits. In my workplace, starts from knowing the customer needs and demand in the market. After knowing the customer needs, the business will decide the quality and type of products to be produced to meet the customer needs and sustain stiff competition in the market (Keiningham et al., 2015). Producing quality products, which meet the customer needs, requires qualified staff to work on the production, serve customers and other departments as well as enough funds to support the general operation of the business. When all these factors are inco...