Customer service basics

Customer service basics

After years of polling and market research, it turns out customers are constantly internalizing their customer service experience. What this means is they are grading your customer service during each transaction but you rarely know it.

While there are a multitude of customer need, five basics need stand out:

1. Friendliness: The most basic and associated with courtesy and politeness.

2. Empathy: The customer needs to know that the service provider appreciates their wants and circumstances,

3. Fairness: The customers wants to feel they receive adequate attention and reasonable answer.

4. Control: The customer wants to feel his/her wants and input has influence on the out come.

5. It is also very important for customer service employee to have information about their products and services. Service providers who answer” I don’t know” or ” It is not my department” are automatically demeaned and demoted in the mind of the customer.

These employees can end up feeling hostile as well as unequipped. Customers want information, and they disrespect and distrust the person who is supposed to have information but does not.

Employees need to be empowered to satisfy the customers. eMPLOYEE WILL GIVE BAD SERVICE to customers if they themselves receive bad service and little feedback from their managers and supervisors.

[ Remember : External customer service starts with internal customer service.]

Customer Satisfaction

Quality Product

Reasonable Price

Delivery on time

24/7 support

[Customer service basics]

Making a good First Impression:

Every salesperson in every business knows the importance of making a positive first impression. Sales people know their success and livelihood will depend on how their potential customer perceives them in the first 30 seconds interaction.

Good salespeople develop an almost instantaneous rapport with potential customers. Customers like them, follow their advice and buy their product.

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