From a purely business standpoint, good customer service is a great marketing angle. It’s something you can broadcast in your advertisements which is sure to bring you in more customers. People like to hear you have top score customer service, pure and simple. Anything that can help you with effective marketing is worth the extra effort. This angle works best when other real-life customers are talking about how great your customer service is
When customers have problems with their products, excellent customer service means solving these issues and problems promptly, or at least executing a reasonable plan of action. For example, a customer may call a small Internet service provider because she cannot access the Internet. The Internet provider’s customer service department should stay on the phone with the customer until she gets her service back. If the problem remains unsolved, the company should send a service representative to the person’s house. The company should provide the date and time of the service call–and stick by that appointment.
Excellent customer service requires effective listening and communication skills. A company’s customer service representatives should listen carefully to what the customer needs. The answer or solution to the problem or question should accurately address the nature of the call, according to the All Business website. Moreover, excellent communication skills are crucial. A customer should be able to easily understand what the customer service representative is saying. The representative must speak distinctly, and use common terminology that everyone understands, not highly technical language.
A company should periodically measure key elements of its customer service department, such as timeliness, accuracy and problem-solving effectiveness. Customer service satisfaction surveys, which can be conducted by telephone or even online, are a way to accomplish this. Companies can then use the feedback to correct aspects of customer service that have shortcomings.