Body Language is an important aspect of communication between customers and service representatives. it is important for customer service reps to be trained to interpret these signals and avoid mistakes that might impact negatively on their interactions with customers, sadly it is often overlooked by employers even though it affects the quality of the customer’s experience during interaction with the brand.
Anyone who has worked the cash register at a retail location or staffed a company’s help phone line will tell you: Customer service isn’t easy. If there was a one-size-fits-all methodology, everyone would be doing it and no customer would ever have a complaint that escalates.
When you are able to render the sort of service that leaves your customers satisfied, happy or excited, you can bet they’d want to come back again, and if their expectations are met a bit consistently, they are likely to come back with someone else, tell people about you or both.
Customer Relationship Management (CRM) is the process of managing an organization’s interaction with its customers and prospects by using strategies, processes & technology to organize, automate and synchronize sales, customer service, marketing and tech support.
A customer service career is an interesting, challenging and rewarding one. The duties of customer service professionals will vary from company to company, but most of the time it involves attending to inquiries or service requests from customers via mediums such as Telephone, Email, live chat, Face-to-Face & even on social media.
This video below is from CBC’s investigative consumer program (marketplace). They pranked customers in a fashion store, by assigning them an actor who played the role of an incompetent sales assistant.
The ability to recognize and understand emotion in other people is important in building & sustaining relationships in business and interpersonal relationships. A brand’s opportunity to demonstrate that it really understands what its customers feel comes through its various customer service channels.
Keeping customers informed is critical in delivering positive experiences. Whether in person, by phone or email, when you are processing a request for a customer and it is taking longer than expected, it is best practice to keep them updated on how the situation is progressing.
In business, it is crucial to cultivate positive relationships with customers to win their loyalty. This relationship is built through constant engagement and interaction between the company and customers. These interactions are usually with the front line staff or service reps and they impact on the quality of the customer’s experience in the.