The quality of customer service is an important factor that customers increasingly value more and more because even if your business has good quality and attractive products. If the service is not of quality, it may cause customers to decide not to buy that product or may even switch to other brands. These cause businesses to pay more attention to the quality of customer service. But what are the indicators of quality service?
Know your product
Many times, customers often come to ask for information about products, services, or promotions with employees. Employees should already have that knowledge to be able to answer customer questions immediately. It also creates an image of the service of employees. If you can't answer the question right away, offer alternatives or have other employees that know can also work.
Provide friendly service
Some companies use automated systems dealing with customers, such as automated call answering and forwarding systems, chatbots, or AI systems to reduce the cost of service personnel. But customers often prefer to receive services directly from the employees themselves. This is because customers will feel the care and intimacy of a company more than having to use automated response systems. For example, calling customers by their real names or nicknames during a conversation, sending happy birthday emails, or having one employee take care of the problem of that customer from start to finish, etc.
Response to customers quickly
When customers contact the business through any channel, they expect to receive a quick response. Because the delayed response will make the customer think that the company is not ready to serve. But at the same time, customers understand that complex issues require longer response times. Therefore, we should serve our customers with an emphasis on accuracy and completeness more than just speed.
Help customers solve problems by themselves
Sometimes, our customers don't want us to be a 100% solution, but only just need us to guide them so they can solve problems on their own. Because usually, when customers encounter problems, they tend to start fixing them by themselves first, and if they can’t, they will contact the company for help. Therefore, providing a solution for customers to fix by themselves is considered a good service and reduces the workload of taking care of customers as well.
Service that exceeds expectations
Customers tend to set expectations before they start using any product or service. It will make a special impression on customers, such as preparing drinks or snacks for customers while waiting for service, sending an email to notify the contact channel if there is a problem in using the product, or giving special privileges to customers who are loyal to the brand. These things are easily remembered by customers and encourage word-of-mouth.
Open to Customer Feedback
It's not easy for a customer to take the time to comment or suggest a company. Because customers must be attentive and willing enough to express their opinions. Therefore, we should always listen to our customers' opinions when they come in to show that we value our customers. If we can apply the suggestion to the business, our services will also meet the needs and create greater customer satisfaction.
Have a good attitude toward customer service
The last and most important thing is having a positive attitude towards the service work. This should be present in every employee at every level in the organization, not just the customer service staff. Because if we do not believe that good customer service will make customers happy and want to come back to use our services, it will cause the quality of customer service to be inferior as well.
All of these are indicative of the quality of customer service work. If our service includes these, We can be confident that our customers will remain with us wherever we go. However, customer needs are subject to change or addition at any time. Therefore, we should always keep an eye on the changes in our customers. To ensure that our service continues to respond well to customers.