In customer service, client maximized enjoyment is critical for various reasons. Successful companies the world over have invested time and money to enhance this experience. Whether the design, support or experience they are focusing on the human element is a big ingredient. Knowing how to communicate and transfer a good perception to the client is crucial. The main tenets of customer service (both internal and external are)
1-Understand the client's needs
Consumer power is big, under the radar and effective. Misunderstanding the client is a crucial element before you can deliver a good level of customer service. Give the benefit of the doubt to the client.
2-Operate within your empowerment
Customer service should be inbuilt in the system and not subjective to the opinion of the person delivering the service. In several companies - even ISO 9001 certified you still don't have detailed customer engagement procedures detailed enough to make working in this environment a consistent experience.
3-Factor the Cost of Customer Service in your Investment Plan
In a recent annual survey we did with our corporate clients in five countries we still found that customer service is still being considered as a cost. It is not. It is an investment in your brand, just under the radar. Treat it like that and write off customer service as a marketing investment at the very least.
4-Be fair with the clients
Greediness has no space in the customer service repertoire. Clients get more clients and they will make it or break it through the speed of social communication.
"Your most unhappy customers are your greatest source of learning."
- Bill Gates
Managing Director and Chief Programmes Officer based in Malta and an avid entrepreneur who likes sharing his expertise in various fields with people from all walks of life.
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