Customer Service| Understanding Customer Services in Business

If a rose by any other name would smell as sweet, that does not apply to customer service.

“Customer is King”

The customer determines sales, growth and impact of a business. Any sale rendered in business is expected to reflect goodwill on the customer to create loyalty and referees. The before and after sale services are basically referred to as customer service.

They are human transactions which highlight the benign qualities of any business.

With the strides made by technology, it is easy to find most sellers ignoring business courtesies that reflect concern for customers, therefore, affecting customer services.

It is also evident that technology has empowered customers to be researchers, campaigners, buyers and even suppliers. This gives them a business edge unrivalled by previous sales and marketing strategies.

Nevertheless, customer services remain critical in building long term relationships with customers. Now, how have customer services evolved in the business?

1. Customer service is no longer a department

Customers engage anyone within the organisation.

If the organisation does not promote customer interest among all employees, it is likely to fail. Lee Cockerel insists that everyone is an ambassador of the organisation as long as they work within the organisation.

Their actions reflect the organisation, and their excellent services always serve the bottom-line objectives of the organisation. Lee's solutions include providing quality products and after-services that are authentic and reflect the organisation's perception of the customer individually.

With technology, customer services include online checking with customers for feedback and having frequent engagement on decision-making. This makes customers and employees equally responsible for the business. 

2. Customer Services Need a Shakespeare

To endow excellent customer services, marketers must research and study the customers to develop a script that dictates how each employee engages the customers.

Hubspot 2022 marketing report indicated that unique and positive customer engagement is 75% of any business key performance indicator. Lee perceives scripting as a process that can subtly be adopted into the business through effective planning and implementation.

The staff can dress accordingly and engage customers using contextual language that explains their responsibilities and shows interest in the customers. This can as well be used in hiring, training, and implementation of services objectively.

Ideally, marketing scripts paint a picture of capable staff that customers can rely upon in the business.

3. Customer Service experts create other experts

An organisation's expert ought to create multiple experts to enhance quality service delivery.

To meet expert levels, Lee notes that the employees require training, education, and enforcement. Expertise develops through constant exposure to knowledge, skills and experience.

A customer service manager that has accumulated expertise ought to diffuse it to the staff through monthly updates on their skills and routine supervision. Consistent customer service training is an actionable tip for any business that aims to attract and influence customer decisions.

At Disney World, there are libraries and online courses that train their staff to be experts, hence the company's constant growth.

Constant expert training ensures the customer service team is ever updated on skills, market knowledge and the market trends affecting customer services.

4. Customer Service People are Wordsmiths

If a rose by any other name would smell as sweet, that does not apply to customer service. Customers love to be known by their names. By their favourite products or services.

In customer service, positive language elicits customer engagement that improves the output of any sale. For example, the use of courtesy coupled with a personalised conversation makes the customer feel understood and cared for.

Customer service teams need to be good at manipulating words that elicit emotions, negotiation and inquiries.

The customer relationship management should also be structured to include words, manners and practices that boost customer services in the business.

5. Customer Service Needs to be Ever Available

With technology, every company should be able to run 24/7.

It should have a customer relationship management system that uses AI such as chatbots to engage customers on any product, service or inquiry at any time.

Besides, availability means a business can easily blend with the trends and culture of the customers.

Some work late at night and others during the weekends, hence, being able to serve them improves customer opinion and referees to the business.

6. Customer Service is Relentless on Details

Details attract interest ...

And interest drives output. Merely pointing out the features of a product or service does not convince a customer that your product is worth their money.

It is best to address this through being detailed especially on the benefits of goods and services. Customer service teams need to have a customer relationship management that catalogues what the company sells and how that benefits the relevant markets.

Details should be consistently updated and personalised to vouch for the urge to buy.

Selling is one thing …

But making consistent sales through customer services is another progressive approach in business.

Customer services worship the king in business and help make the business thrive. They factor technology, customer culture, customer relationship management and the key performance indicators of any business.

So, get going with positive customer reviews and high engagements by improving your customer services.