Great Customer Service

Great Customer Service

Customer service refers to the support a business offers its customers before, during, and after making purchases. Businesses that provide good customer service benefit from enhanced customer loyalty and increased profitability. The increased interaction among customers and the emergence of the service sector have necessitated the increased significance of customer services. For instance, the emergence of social media means that customers can interact in real time and share ideas about different company service offers. Also, the growth of the service sector, which requires one-on-one interactions with customers, influences businesses to embrace customer support. Overall, great customer service is about understanding customers’ needs and satisfying them.

As stated above, providing excellent customer service begins before the purchase point. To that end, a business should understand the needs of its core customer base (Juanamasta et al., 2019). Also, the sales staff needs to understand the features, functionality, and prices of their company’s products and services (Juanamasta et al., 2019). For instance, if a company deals with smartphones, the sales staff should be able to guide customers toward an offer that is within their budget range. The attendants should also have a grasp of smartphone features so that they can recommend a device that suits a customer’s budget.

Another aspect of the business core to great customer service is providing an outstanding customer experience. Firstly, employees should build solid customer relationships by displaying politeness, being friendly, and listening more (Sampetua, Hariandja & Vincent, 2022). As such, this will go a long way to creating a rapport that allows anxious customers to be at ease. Another strategy to maintain outstanding customer experience is providing sitting areas if clients have to wait for a while before being served. Providing sitting areas reassures customers that a business values them and, hence, is likely to come back. For example, it is not uncommon for most car sellers to provide refreshments for customers as they navigate and select their car of choice. The business may also provide gifts that make customers feel special (Sampetua et al., 2022). Essentially, improving customer experience is all about making the customer feel valued by the business.

Customer service also extends into post-sales services. These are some services that businesses provide to customers on free terms once the purchase transaction has been sealed. One such post-sales service is user training, where customers are guided on how to operate, for instance, a new computer or television. Another aspect of post-sales services may include a helpline that addresses customers’ inquiries once they leave the business premises (Naaz & Malhotra, 2020). A good servicing example is when a laptop seller provides a six-month warranty that allows a buyer to take the laptop back to be repaired in case of system issues. Amazon, the leading e-retailer globally, is known for its outstanding post-sales services, which include the return policy window that allows customers to return faulty products 30 days from the shipment day (Naaz & Malhotra, 2020). Post-sales services reassure customers that they can get solutions for malfunctioning products.

Great customer experience entails all processes from the point a customer expresses the interest to buy, during the purchase process, and post-sale services. The business must first understand customers’ needs and align its business model appropriately to suit their needs. During the active buying stage, the business ought to ensure customers undergo exceptional experiences. Finally, great customer service also includes providing exceptional post-sales services, offering customer support helplines, and addressing faulty items.

References

Juanamasta, I. G., Wati, N. M. N., Hendrawati, E., Wahyuni, W., Pramudianti, M., Wisnujati, N. S., & Umanailo, M. C. B. (2019). The role of customer service through customer relationship management (CRM) is to increase customer loyalty and a good image. International Journal of Scientific and Technology Research, 8(10), 2004-2007.

Naaz, M. R., & Malhotra, R. K. (2020). To Study The Purchase Intention Of Customers TOwards E-Commerce Sites: A Case Study Of Flip Kart And Amazon. International Journal of Management      (IJM), 11(5).

Sampetua Hariandja, E., & Vincent, F. (2022). Linking customer experience, satisfaction, and loyalty to brand power and performance in international hotels. Innovative Marketing, 18(3), 59–71. https://doi.org/10.21511/im.18(3).2022.06.

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Great Customer Service

What does great customer service mean to you?
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