Unit 12: COSTUMERS SERVICE

INTRODUCTION

Taking care of a customer’s needs and solving their problems is called customer service. Customer
service begins the moment you connect with the customer to fulfill his needs and continues even after
the requirements are met. The services might be required before, during and after the customer
purchases a product or service.

The prime OBJECTIVE of customer service is to answer customer questions quickly and effectively,
resolve issues with empathy and care, document pain points to share with internal teams, nurture
relationships, and improve brand credibility

Attributes of customers service

Personalized: Good customer service always starts with a human touch. Personalized interactions greatly
improve customer service and let customers know that your company cares about them and their
problems. Instead of thinking of service as a cost, consider it an opportunity to earn your acustomer’s
business all over again.

Competent: Consumers have identified competency as the element that plays the biggest role in a good
customer experience. To be competent, a customer support professional must have a strong knowledge
of the company and its products, as well as the power to fix the customer’s problems. The more
knowledge they have, the more competent they become.

Convenient: Customers want to be able to get in touch with a customer service representative through
whichever channel is the most convenient for them. Offer support through the channels of
communication your customers rely on most, and make it easy for customers to figure out how to
contact you.

Proactive: Customers want companies to be proactive in reaching out to them. If one of your products is
backordered or your website is going to experience downtime, proactively reach out to your customers
and explain the problem. They may not be happy about the situation, but they will be thankful that you
kept them in the loop.

Different phase of Customers service

Pre-contact Phase of Customer Service

This phase occurs before customers engage with the customer service team. It includes their discovery
and exploration of your website, contact channels—such as social media and site chat—and first
impression of your company’s brand.
Contact Phase of Customer Service

This phase occurs when customers make their first (or repeated) contact with a company, usually with
customer service or support teams. This is the most critical customer service phase, as it heavily
influences customer decisions on whether to buy from or interact with your company in the future.

Post-contact Phase of Customer Service

This phase occurs after customers have contacted your customer service team. It can happen
immediately, in the form of a response form (“Was our team helpful in resolving your issue?”) or after
several weeks or months have passed, in the form of a survey, such as a customer satisfaction survey.