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Good customer service: Definition and ways to achieve it

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Importance of Optimising Post purchase Customer Experience cvr
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What do you mean by good customer service?

Customer service is a term that refers to the solutions a company provides to its customers. Whereas a good customer service refers to a company meeting customer expectation through their provided solutions and products. 

As any customer-centric brand that works on providing services and products to the customer has to keep track of their customer experience from time to time. This customer experience is what the customer thinks about your brand. Provided you give them good customer service, they are likely to give positive feedback about your brand in the market. Which ultimately strengthens your customer experience.

A good customer service talks about everything happening when your brand interacts with the customer. It can be through a purchase, product demo, issue reporting, feedback survey, etc. so if you think about it, every step of the way, there is a chance for you as an organization to do your best to provide good customer service to the customers.

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Ways to provide good customer service

  • Omnichannel experience 

Omnichannel customer experience refers to serving the customer on a communication channel they prefer. This means, if a customer is trying to reach out to your brand through emails, understand that it is because they find emails as a convenient channel. 

The trick to keeping up with the customers on omnichannel platforms is that you have to keep track of customer complaints. Customers can switch channel mid problem and it is your responsibility to train the customer service agents to pick up the complaint from the same point. 

  • Empathetic behavior 

Customers get impressed when they’re served with care and patience. You can say that most of the customer experience depends on how you handle the customers. It is the organization’s responsibility to train the customer service agents to deal with all sorts of customers with all their queries, issues, doubts and confusions. 

It is important for your employees to know how to deal with the customers with all sorts of moods. How you treat the customer says a lot about your organization as a whole and is more likely to make an impression on the market. 

  • Customers focus 

There is an increasing rise in customer-centric B2C businesses. Many companies have realized it is easy to earn profits when you focus on the customer. Because, what else is there to work hard on other than good customer service right?

A customer centric business to only needs to put the customer first but also hire the new staff keeping in mind the customer-centric approach. 

  • Helping nature 

Your job isn’t done when you land the customer. The real efforts start when you have to work to keep them forever as your customer. To gain such customer loyalty, it is really important to be as helpful to the customers as possible. 

Try to reach out to the customer to know their problems and potential issues to fix them beforehand.

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  • Personalized experience 

Customers like to be listened to. They feel special to know that the company identifies them individually. This is providing a personalized experience. 

Keep a track of individual customer purchase history, interaction history, product preferences and other demographics. 

Use this individual information to serve the customer more personally and make them feel important. 

This practice is also helpful in building strong customer relationships. 

  • Quick customer service 

Customers are very very impatient. There might be one business to many customers, but for the customer, it is only one business. So they expect the company to respond super fast. This is the case especially when we’re talking about the new generations. For them the internet world is what we call it “one click away”. 

Although, when it comes to older generations, companies can prefer an old school way of reaching out like phone calls, SMS, emails, etc. 

  • Self service for customers 

Customers these days want to be independent. Reaching out to the customer service every time they have a small doubt. The solution to this can be a chat box or a documentation of a set of manuals. 

A chatbot is nothing but an automated messaging bot that is usually seen on the bottom right corner. It is a chat window on which you can ask common queries and problems and the chatbot will reply with predefined messages. 

Manual or a documentation is a set of guidelines on particular topics. These two facilities can be seen on websites and applications for the ease of the user.

  • Efficient tools 

Make sure you provide all the required tools to the agents needed for good customer service. A good customer service takes not only the customers to have a good experience but also a strong agent bae to deal with them. 

The employees need to be highly engaged with the customer. As an organization, it should make sure to provide all the needed technological tools to customer service care.

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