Customer Service Principles

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The essential principles of customer service are timeless. Customers want a friendly voice at the other end of the conversation that will help them solve their problems. They want to feel the service is personalized just for them.

When prospects decide to purchase a product from a company, they become a customer from that moment on. Customer service is the providing of service to customers during and after a purchase.

From the perspective of service, the company is linked to the customer, providing them support in the life cycle of the product and creating opportunities to sell them more at some later time.

If the customer feels their needs are being met by skilled representatives of the company, they will stick with them forever. Without …show more content…

Customers have little patience with companies that don't have the information they need at their fingertips. They have their own social media audiences. Fail them and it becomes a publicized company disaster. They will sometimes try to use their leverage to gain better deals or service. They expect representatives of the company to remember them, their preferences and the conversation they had a week ago, even though they are calling using a different contact channel.

Customers are becoming more sophisticated with the advancement of technology and their expectations for service have increased. Metrics gathered recently include facts that 95 percent of unsatisfied customers tell others about their bad experience, costing the companies 80 billion dollars in sales. On the other hand 71 percent of customers with a positive experience are likely to recommend a brand, all happening through social …show more content…

An applicant will be put through an automated application process where voice and tone are recorded and simulated calls are answered and handled. In this way candidates with the most aptitude for Customer Service Reps (CSR) are hired. Customer calls ebb and flow with seasons and the economy, and a flexible, well-trained staff should always be available. Notwithstanding the positive aspects of technology to make customer calls a positive experience, the most important part of call center solutions is reaching a knowledgeable agent trained in the way the company wants it to run.

But call centers are being asked to do more with less, while facing increasing call volumes (growing at 20% per year). Call center staffing is an enormous overhead cost for companies, and reducing staffing is not ideal call center solutions. Call abandonment is on the rise as call volume exceeds the call center capabilities.

A recent Microsoft study showed that 43 percent of U.S. Customers are willing to wait on hold for 1 – 5 minutes, while only 18 percent will hold for 10

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