Managing Customer Service DQ
Provision of Good Customer Service Technique
Providing excellent customer service will create loyal customers who will be willing to refer your business to colleagues, family, and friends. To provide customer service should start with a genuine desire to delight your customers but one needs to think beyond selling your products or services. The first step is to know your products or services in and out such that in case the customer asks common questions about the product, you will be able to answer them accordingly. The seller should know how the product or service works. The person dealing with the customers should be friendly to the customers. When dealing with customers face-to-face or even through telephone, the customer should be able to see or realize as smile through the voice every time they ask for help (Noble et al., 2015). Normally, customer service starts with a smile, the person should be ready to be friendly to the customer.
Always, gratitude is memorable; it is good to thank you to the customer after every transaction or conversation, as a start of good customer service. It will remind your customers why hired your company or shop at your store. All the staff should be trained on how to interact, talk, and solve problems with customers (Conway & Briner, 2015). It will help in providing the staff with skills and tools to carry out good customer service at any point in time they are interacting with customers. The staff handling customer service needs to show respect to the customers. It is through being respectful and courteous to the customers and avoiding a situation where personal emotions overtake the desire to make the customer leave happy.
Q2. Presenting problems or Ideas in Customer Service
In any business organization, there is a protocol to follow when raising or presenting any issues or ideas. When the team handling customer...
The supervisor will present the raised issue to the management and even offering some suggestions on how to solve it, as he/she will understand it better from the explanation forwarded from the customer representative teams. The management will respond to the issue in the shortest time possible to avoid losing customers to the competitors.
Q3. Conscious or Unconscious Customer Questions
Before customers make the decision to purchase, they will ask themselves questions consciously or unconsciously. Such questions include; will the product or service satisfy my need? Will I afford to buy the product? Is the product of the right quality? Is there any other alternative product or service? Will the product need any other cost after buying? In most cases, the questions will be about the price, quality, satisfaction, affordability and any costs incurred in buying the product (Keiningham et al., 2015). The customer will be trying to cage him/herself if the product will assist him/her as well as meeting the costs incurred when buying and after buying.
Q4. Ways of learning good customer service skills
Employees can learn good customer service skills in various ways. Training is one of the ways, as the employees will acquire various skills on how to interact and respond to frequent customer questions. The organization will frequently assess customer services offered by the employees, and if they realize any weaknesses or any improvement needed, they will organize training to equip the employees with the skills needed (Noble et al., 2015). Employees will also acquire customer service skills through experience. Since the employee will have been handling customer services for some time, he/she will have learned how to respond to common customers and how to respond to the customer beginning…
