What is customer service | Customer Service Skills HQ

For anyone in business today, there is an imperative to establish the connection to their customer base, but for many, the question remains: What is customer service? In the simplest of terms, it is not much different from what any of us would find in a trusting and beneficial relationship.Essentially, good customer service skills will serve to anchor the opportunity for an introduction, to express a true and sincere interest in the customer and a willingness to reach out and make the effort to win over the sympathies and, ultimately, the repeat business of a new client.The Nature of the Business BeastToday, business extends beyond the four walls of the brick and mortar store. It is carried on from the home and, for that matter, any place where a computer can receive a connection to the Internet. However, that still does not alter the dynamic of equating a face with a name. No amount of bounce-back coupons or promotional campaigning will ever eclipse the viral power of good word-of-mouth advertising. Branding any business relies heavily on good customer service skills.

Customer service plays a pivotal role in an organization?s ability to generate revenue. Any organization eager to learn what is necessary to win and maintain the favor of their customers will discover exactly ?what is customer service? and how to use it as the means of systematic improvement in the course of conducting business.

Taking the Pulse

For the business that wants to understand how to please their client base, it becomes necessary to put a finger on the pulse of what people are looking for. Organizations are constantly challenged to learn and understand what makes their customers happy. To this end, feedback is essential, yet many are afraid to open that door for fear of receiving any negative criticism.

The smart business welcomes all feedback whether good, bad or indifferent and responds or adapts in the effort to continue to provide what ever will allow the customer to repeat their business. This is not to be mistaken with the concept of planned obsolescence where an item needs to be constantly replaced or refilled as a clever means of residual income. Most often, this attempt at repeat business only serves to fuel resentment.

Accessibility

The most efficient way to get some direct answers to the question ?What is Customer Service?? is to be accessible. The number one rule of accessibility is to answer the phone. Letting the phone ring endlessly conveys a negative message to the caller. If a business is not interested in answering the phone, more than likely they are not interested in who is on the other end of the line.

Do whatever is necessary to staff the phone:

? Hire a receptionist
? Use call forwarding
? Hire an answering service

Another good tip is to place a mirror next to the phone as a reminder to smile when speaking. Believe it or not, the tone of a smile comes across in the sound of the voice and conveys warmth, which effortlessly translates to caring. This may be your first, best opportunity to make an impression on a potential customer and to deliver consistency to returning customers.

Those answering the phone should identify the business and then identify themselves. This should always be followed with an engaging ?How may I help you??

More good customer service skills when answering the phone:

? Speak clearly. The caller should not have to inquire if they have reached their party.
? Slow down and try not to speak too fast. Sometimes the scripted response can get lost. Try to keep the delivery fresh and new.
? Use a professional vernacular to avoid fillers, such as ?um,? ?you know? and ?like.?
? Avoid the default ?I don?t know? response and, if it must be said, follow it up with the promise to find out. This requires getting back to the customer in a timely fashion.
? Ask permission before placing a caller on hold and be sure to return to the line every 30 to 45 seconds. Avoid leaving a call on hold by obtaining the pertinent details to call the customer back with the information needed.
? Take messages that have all the necessary information to be able to return calls, and ensure the messages get to the right people in sufficient time to follow up.
? Avoid putting a caller on speaker phone. It diminishes a sense of connection and privacy.
? Ensure that all persons answering the phones are following the same protocols. Provide follow-up training in order to maintain this professional profile whenever needed. Phone etiquette is an essential part of establishing the business brand.

The answering machine has a purpose when business hours preclude a live response. Record a message that will serve in the absence of a real person that still delivers warmth and welcoming with pertinent details in the content. Keep these messages current with real time and update them as holidays or events are occurring. This is the time to include special operating hours as many times, this is a common reason for a call after hours.

The following are more customer service skills:

? Listen. This is actually an art that, once mastered, does more than any amount of making excuses or coming up with explanations could attempt to solve.
? Deliver on your promises. Follow-up conveys the trust and reliability you are working hard to earn.
? Respond positively to complaints.
? Go the extra mile. Greeting customers when they come into your store and going with them to find what they are looking for speaks volumes about having a true interest in what is customer service.
? Be of help in the community. Recommending a service or a product that you don?t provide shows genuine interest on the customer?s behalf.
? Train the staff. It helps when everyone is on the same page.

To sum things up, an organization that has decided to be pro-active instead of reactive will remain ahead of the challenge of what is customer service.

Source: http://www.customerserviceskillshq.com/what-is-customer-service/

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