Each year companies lose an estimated $41 billion due to their poor customer service. (insightsquared) Customer service is the most important services in any business so much so that many successful businesses consider this as one of the keys that would spell the success or failure of the company. Today’s gloomy economic news is a concern for workers everywhere. Customer service is key to any businesses you are employed at. Skills in dealing with customers are more important than realized. Training is critical in running a successful business. Make the decision today to treat your customers well it is the cheapest marketing tool. Train your staff to be excellent representatives of the company. Great customer service is a skill that can be learned. People expect good customer service everywhere and it’s your job to give it to them. You will learn 6 key fundamentals of basic customer service.
Source Laura Spencer
Fundamentals
Listen
Listening means the ability to actively understand information provided by the speaker and display interest in the topic discussed. It’s essential that companies or businesses today to listen to their customers. There are two kinds of passive and active listening. Passive is simply receiving the message without giving any external indications. Active is that an active listener engages with the speaker. Avoid distractions by tuning out any and all forms of distractions that would cause you to shift your focus from assisting the customer.
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Active listening is the main key for understanding any kind of communication. Active listening means more than just hearing words. It means understanding what someone else is saying by making eye contact, body language and verbal responses.
Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. Good customer service is
Section 1 – Understand the factors that affect an organisation and the customer service role
product/ service bundles to meet customer needs. How can they do this and how can
The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal
Active listening is an attentive and interactive form of listening. One of the primary objectives of active listening is establishing and achieving empathy among all parties engaged in communication together. The words a person uses during communication are important, yet active listening includes listening to a person's words as well as interpreting and intuiting what a person feels and thinks. Active listening is a highly engaging activity. Active listening requires the person doing the listening to have a very keen awareness of all aspects of the communication. Active listening then is a sensory activity that challenges the listener to see, hear, sense, perceive, understand, feel, empathize, and reciprocate.
Customer service is a term which means a measure of how well products and services meet or exceed the customer's expectations. It is important to have this within a business as it creates a good relationship with the client and you gain their trust, It increase customer life time value and retains customers to stay with your company and have repeat sales. Having good customer service will also reduce negative feedback such as bad words getting around about the company.
What is active listening, it the process of information, which uses all of our senses to convey a message through perceiving of sound? Our, hearing, smell, taste and touch are part of our senses that we sometimes use without knowing we are doing it. Moreover, listening correctly, can be a crucial part of encoding and decoding the message, for clarification and understanding what the message is conveying. While deciphering messages, you get a sense of understanding what the message is trying to express. Next, is trying to remember or recall what the message is so that you can retain it. Also, evaluating what you hear and decoded or deciphered it is essential to understanding what the message is. When we actively listen, there is some paraphrasing during this process, where you have to restate the information given by the speaker into your own words. Lastly, responding to the message with an answer, it could be for learning purposes, personal, enjoyment or even employment, it is important to listen to ensure understanding actively. As we respond, there is an answer and feedback given (DeVito 2016) as a response.
Companies are misguided nowadays by the notion that customers depend on them, when the truth of the matter is that companies are dependent on those customers. Customer satisfaction and customer loyalty is now essential for a business or company to survive. So what is the difference between customer satisfaction and customer loyalty and how to companies and or business achieve this? Also when you have difficult customers how do you achieve customer satisfaction?
Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”.
Active listening is listening with a purpose. It is more than just hearing which the act of perceiving sound is. When you hear a sound or noise, you are receiving aural stimuli. Listening goes beyond just registering that there is a sound in the environment. It involves receiving and interpreting the aural stimuli, and creating meaning from the sound.
Listening is more than just hearing. The process of listening involves receiving and constructing meaning, and responding to verbal and/or nonverbal messages. In other words, listening is not always easy and being a good listener is all about developing listening skills. To receive messages appropriately we have to listen actively. Active listening can be broken down into three important skills; first of all you have to reflect the feelings that the person is communicating, secondly reflect the content that they are communicating and finally ask good, meaningful questions.
Study findings show that strong leadership systems focus on customers, motivate employees, and implement their customer service vision. They also focus great attention on gathering the information needed to track customer satisfaction, and employees overall performance. Customer service should be designed and delivered seamlessly from the customer's point of view. Customer-driven operations lead to success. Decentralized, uncoordinated customer service provision makes for a most frustrating experience for customers.