Everyone has their own opinion on what customer service really means, but it all boils down to the same basic principles. We all like to feel a little bit special sometimes.
This blog answers some of the most frequently asked questions about effective customer service, such as:
Why is good customer service important?
What are the principles of customer service?
How to apologise to a customer for bad service?
How to handle calls in customer service?
How to improve customer service?
Good customer service can help to improve any business’ reputation. Whether it is employees who go the extra mile to make an experience special, or a sales assistant who always seems to know exactly what the customer needs.
You have probably experienced good service and know how it made you feel about the organisation responsible. The actual value of customer service is plain to see when you ask, “How can bad customer service affect a business?”
How many people do you think a dissatisfied customer will tell about their experience?
On average, a dissatisfied customer will tell 12 people about their bad customer service. That is more than double the number of people a happy customer will tell.
What’s more, social media provides a platform for people to share experiences with many others. Almost 60% of 25 to 34-year-olds will share their negative reviews online. A single post could easily be seen by hundreds of potential customers.
It may seem difficult at first glance, however the principles of customer service can be applied to any workplace. Many organisations are already using these basic ideas to improve customer experience.
For a greater understanding, our Customer Service Training includes examples of how to apply these principles to everyday scenarios.
Apologising to a customer for bad customer service or a bad experience can be daunting.
To quote Donald Porter, VP of British Airways:
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”
50 to 70% of people who complain will do business with the same organisation again if their complaint is resolved.
There are few differences between customer service over the phone and in person. For the most part the service principles still apply.
The way to improve customer service is to apply the principles of customer service to every interaction.
Excellent customer service doesn’t happen overnight. It takes training and practice to master customer service skills.
Our online Customer Service Training course contains much of the information and practices that can help to improve service levels. Get started on the path to becoming a customer service specialist today.