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Customer Service: Job Description

Each profession is important in its own function!

The lifetime of every business depends on so-called chain components. Each component is important in its own function. Customers are one of these components as well. Nevertheless, I will argue on the “idea of customer as king”, I personally won’t agree with it – Why so? You may have dozens of customers that buy products from your business, but when your business lack of employees, what happens? In this aspect, the employees are the king. However, this expression is abstract in its own skin. Thus, important is to approach each customer differently, in a way that gets the job done. This is my advice to everyone in the customer services department.

This article will go through how to keep every client, present or future, happy so your business may thrive. First, we need to understand about the term customer.

Who Are Customers?

A customer is somebody who receives a good, product, service, or idea. This clause may or may not include financial transactions, which leads us to the two sorts of clients.

  • Internal Clients
  • External Clients

Internal Customers

An internal customer is a client who has a direct relationship with the business. Internal customers are often members of the organization, such as stakeholders, workers, departments, or shareholders.

Every product, for example, comes with a user handbook or set of instructions. A content creation team or department is formed to generate these, which must supply the material to the packaging department. The packaging department is now the content creation team’s internal customer.

External Customers

An external client is a customer who is not a part of the firm. Anyone who buys a refrigerator, fancy suit, or software is a customer of the firm that makes it.

Joseph M. Juran, a quality management author, proposed the notion of internal customers in 1988. Since then, this approach has proven critical to achieving overall quality management across the firm. It’s also thought that a firm that can satisfy its internal consumers is more suited to serve external clients.

What Is Customer Service?

Customer service is the act of attending to a customer’s demands and resolving their difficulties. Client service begins when you connect with the customer to meet his wants and continues even after the standards have been completed. Services may be needed before, during, or after a consumer acquires a product or service.

Customer Service Characteristics

These attributes can be used to create high-quality customer service.

    • Being on time – Regardless of the service or product, you have promised the consumer time accuracy. Later-in-the-day changes or cancelations might be damaging to your and your organization’s reputation.
    • Knowing your P’s and Q’s – You must always be courteous to your consumer. Aside from the beginning and ending welcomes, sprinkle your talk with please, sir, thank you, and sorry. Show your finest side to every client.
    • Being professional – Demonstrate empathy for your customers’ difficulties while also respecting them. Never make them feel inferior because they cannot fix their own situation.
    • Creating a personal connection – You should aim to build a personal connection with the consumer. A personal touch, such as addressing the client by name, can help you gain his loyalty.
    • Always pay close attention – While the client is discussing his requirements, make a note of important issues and ask for clarification.
    • Asking appropriate questions – If you have carefully listened to the customer’s needs and have a solid understanding of your product or service, you should be able to ask the correct questions that will assist you in addressing those demands.
    • Taking charge – You should feel personally accountable for answering the customer’s questions. Never think that because you are only a representative of the team, the onus of providing service falls on the entire team.

Excellent Department

Anyone delivering customer service is only as excellent as the team or department that supports them. To give world-class service, a good customer service department is required. These are some characteristics of an excellent customer service department.

    • Customer problem repository – Every client support department should maintain a record of customer FAQs as well as the most common problems. It should be updated regularly with the most recent queries and requests.
    • Procedures for documenting – Client requests and the measures required to resolve them must be clearly defined.
    • Strong customer service tracking software – The software used to monitor service requests should record, process, and make all requests visible to all team members. This will allow for smooth servicing, even in the absence of a team member. Software should also be capable of analyzing requests and producing reports.
    • Intensive training program – After the initial introduction, customer service team members should get ongoing training to stay current on goods and services as well as customer request patterns.

Who Provides Customer Services?

A customer service provider is any person, department, or organization who accepts client requests, processes them, handles their concerns, solves problems, and works as an interface on behalf of the firm.

Customer service providers may fall under one of these groups.

    • In-house service providers – Small businesses can have in-house workers to handle customer service. Care should be made to ensure that service standards do not suffer as a result of a lack of devoted resources.
    • Large enterprises – Typically, they outsource customer service to companies that specialize in it. The primary corporation closely monitored the practices, followed by the outsourced firm.
    • Independent providers – Individuals or businesses who provide customer service using their own techniques without oversight. Using independent customer service providers is a simple approach to outsource customer support.

Whatever the sort of customer service provider, the following are some similar traits that they must possess in order to give high-quality service.

    1. The mission statement should include a commitment to delivering high-quality customer service.
    2. Everyone should set quantifiable customer service objectives.
    3. Customers’ input must be solicited regularly, and their ideas must be implemented.
    4. Recurring customer issues must be discovered and, if feasible, resolved.

I usually recommend that upper management elicit comments from customer-facing personnel in order to improve the customer experience.

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