What is customer service and how to improve it in your company?

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Customer service, or simply customer service , is the methodology created by companies to deal with the different demands involved in dealing with their customers. In fact, this is one of the many strategies that give greater focus to the customer.

This is very necessary, after all, people are increasingly demanding of companies, which is why there is a need to have a dedicated space to listen to them and keep them buying products or services from your company for longer.

Virtually everyone has had some kind of negative experience when it comes to customer service. Whether it was when they needed a product but were not served, or when they needed to cancel something or request an exchange.

The fame of this type of customer service spread to many people who began to look for other ways to communicate with companies. That's when emails, social networks, online chats and even messaging apps began to be used.

These were the internet solutions created with technological advances, but an almost cultural means was still needed so that companies could deal with their customers' complaints and dissatisfaction.

It was at this time that the strategy that gives this article its name, Customer Service , was created. In other words, it is a series of methodologies that have the following main objectives:


Operational and commercial efficiency;
Focus on customer loyalty, humanizing services;
Reduction in the number of complaints, improving the product;
Constant investment in technologies that improve the user experience.

Therefore, good service reflects all the work that the company has to do. Imagine that motorcycle courier company that was outsourced to make the company's deliveries, but due to a system failure, it does not receive the demands as requested.

The consumer will complain directly to the delivery driver, who will have his day made worse by a problem that was not even his fault. People do not know the procedures involved in the delivery or production of a product, but they just want to pay for it and use it.

It is also important to understand that you will not always get it right, but the way you deal with mistakes is essential to gaining your consumer's empathy, thus reducing the impact of something that affected their experience.

Benefits of Customer Experience
Companies that adopt customer experience can achieve several benefits, both for their jordan mobile phone numbers database operations and in dealing with consumers. Let's take a closer look at some of them for a better understanding:

Greater competitiveness in the market
As we said before, customer experience must be built within the company's organizational culture. Therefore, it is clear that those that consolidate the different strategies will be able to achieve greater results.

Even a law firm can start dealing with its clients in a different way, thus achieving what we call standing out from its competitors. Many companies focus on the quality of the product, but forget about the operational aspects.

It is common to hear people say that a certain company does a great job, but due to the difficulty in communicating with them, their competitor was chosen. However, when this competitor presents quality in its product and operations, it wins over these people.

One of the foundations of this strategy is the constant improvement of services and operations. Making this a structural focus of the company will be able to accommodate many customers who were looking for better treatment that would give them security.



Improvements in company reputation
Every company needs to have a reputation, and customer experience seeks to deal with its customers in a transparent manner. Imagine a company that handles doorman services but has problems with theft; of course you wouldn't trust your company to them.

Probably, based on the example above, you would give preference to that concierge company that has a lot of quality and loyal customers, who trust the brand and the work provided.

The same thing happens when a consumer orders a product and ends up not getting the expected result, either due to an operational failure or the service after some damage has occurred.

Companies that practice customer service build an environment where service is provided in an empathetic manner, that is, they understand the consumer's problem and suffer with them, after which the solution is offered.

Increased loyalty, reduced dissatisfaction
It is clear that poor service generates dissatisfaction, it is as if the customer is afraid to deal with it or even angry, and it should not be like that. Service channels are created to solve problems and not to make them worse.

Customer service can solve problems with increased technology, operational training, and investment in multi-channel communication, which generates screening between different types of consumers for the most varied problems.

Installing all this paraphernalia drastically reduces consumer dissatisfaction when contacting the company. Consequently, the consumer will feel good about leaving with the solution to their problem or request, and sharing it with other acquaintances.

It's like an environmental consulting company that has the public's taste for providing an essential service and being able to quickly resolve any problems that arise.

This entire process of operational improvements results in the appreciation of your product. As we said, no matter how much the consumer likes your work, a company does not survive solely on the quality of its product, but also on the way it deals with the consumer.

It has already been proven that many consumers prefer to pay more for a service that demonstrates results and does not harm their experience, rather than in places where the price is cheaper, but the difficulties generate a headache that ends up being much more expensive.

Practical actions of customer service
We know all the points involved in creating and benefiting from implementing customer service . Now, we have separated several actions that are practiced by large companies that have already adopted these practices and, today, maintain strong communication channels.

Humanize customer service
If you have ever contacted event planning companies , for example, you must have noticed how “cool” they are, that is, they present themselves differently from other companies, because they sell a dream.

Now, it is quite likely that most people have already experienced customer service provided by a human, but the impression is that it was largely robotic. This is because many companies leave texts to be read and are rigid in their formal treatment.

It is clear that there is a need to maintain respect and preserve the customer's brand with the company, after all, the attendant is a representative of the brand. However, when this is done automatically, it ends up being robotic, and where there is roboticization, there is no feeling.

Consumers miss humanized treatment, just as much as they look for something respectable. The important thing is to be able to present solutions without giving the impression that the position is tiring or that the problem is not important.

Use a service management tool
Just as safety valve calibration is done , you need to have a system that can calibrate your service, that is, provide support to your attendant, so that he can resolve your consumer's problem.

Providing quality work is just as important as wanting to generate quality service. That's why large companies invest in customer service management tools that can pull up the customer's history and reconnect in the event of a disconnection.

All these simple processes add a lot of value when it comes to direct dealing with the consumer and quality of service among employees.

Provide different communication channels
This is a practice that has been gaining more and more ground in recent times. The presence of social networks, messaging apps, emails and online chats makes it much easier to deal with issues that can be resolved quickly.

It turns out that it is necessary to invest heavily in these systems, as there are many companies that try to install them, but the systems do not work or do not solve the problem. To install many channels, you need to be sure that it will be possible to manage them.

Let's say you're selling generator sets and a customer is interested in the product. They think about calling, but then they see that they can make the purchase through the website or contact the seller through the messaging app.

After numerous attempts, the customer is unable to contact the company and ends up giving up. The company provided a communication channel, but was unable to manage it. Therefore, it is important to ensure that all channels will have effective service.

Ask customers for feedback
Last but not least, we need to talk about the importance of customer feedback. This is so that you can get an idea of ​​what may be happening in different sectors.

This is already quite common in most customer service systems, but only customers who have been well or poorly served are willing to vote and provide feedback. You can also request feedback by email. Keep in mind that they will help you understand the steps to improve.

Conclusion
Well, then, these were the main points that involve customer experience, start practicing it and win more and more customers for your business.