The role of customer service in making an organization successful
A customer service department is responsible for maintaining customer satisfaction, retaining customers and the highest contributor in generating repeated revenue for the company. Improving relationships with customers is highly important for the long term survival of an organization. No matter how great the company’s product is or how talented their staff is, one of the things that stays in customers mind is the direct interaction they have with the company. A good organization will exceed its customer’s expectations through consistency in customer service but an organization that is most sought after in the market will always focus on opportunities to improve their customer service.
Best practices in organizations to make a better customer experience.
How an organization treats its customers is highly important as it differentiates an organization from others in the market. It creates the reputation of the company and strikes the difference between a good and bad customer experience. Satisfied customers bring repeated business and spread positive impression of an organization. A bad customer experience with a minute flaw can ruin long term client relationships. An unhappy customer is a lost opportunity. Even if they do not voice their dissatisfaction directly to the organisation, they may become a negative influence through word-of-mouth. Below mentioned are some of the ways of ensuring a good customer experience:
1) Clear communication: Clear communication plays a crucial role in customer service. Poor communication skills can lead to a bad customer experience which can directly impact the quality of customer service. A message sent to a customer should convey exactly what we mean to say.
2) Asking questions and re-confirming information: Asking enough questions to clarify the issue properly is an important task performed by a customer service representative to resolve issues effectively and improve the quality of customer service. Re-confirming the problem details with the customer will enable a customer service associate to make sure that the problem has been identified correctly.
3) Providing immediate response and resolution to customers queries and checking with customers post resolution: A customer service team should immediately respond to customers problem and look at resolving the issue at the earliest. This may not apply to all difficult customer situations. Keeping a customer informed about the progress of working on the issue and the time it might take to be resolved creates an impression that the customer’s issue is addressed. Informing the customer about the resolution and taking inputs on how better the issue would be resolved will bring in better ideas to resolve problems and improve relationships with customers.