The Elements of Effective Customer Service

Photo by Patrick Tomasso on Unsplash

Over the years there has been a gradual replacement of jobs with automation, especially during the COVID-19 pandemic where contactless services were in demand and growing. Whether it be in factory work, store check-out lines, or cleaning services as society progresses there will no longer be a need for certain types of jobs. However, no matter what happens to the job market there will always be a department vital to any company: the human-to-human oriented nature of customer service.

Customer service is the interaction between a business through a representative and a customer. People who work customer service are essentially the “face” of the company; how well a representative performs will either make or break a company. Good customer service has valuable benefits such as retention of customers (which is considerably cheaper than acquiring customers), a good reputation, and a loyal following. Meanwhile, bad customer service can lead to bad reviews and word of mouth driving away customers until a company either changes its model or goes bankrupt. That is why it is important to have a solid foundation of customer service, most of which can be based on these elements: courtesy, accessibility, personalizing, and proactivity.

Courtesy

Despite being one of the most basic and obvious things a business can provide to its customers, courtesy  is arguably the most foundational and important of them all. Courtesy is a key component in customer service because it is what makes the difference between a kept and lost customer. Basic courtesy includes, but is not limited to:

• Paying timely attention to customers, making sure you aren’t keeping them waiting too long with prompt answers, quick work, and more.
• Listening to any problems and going through with the customer until their resolution. If a customer must be redirected, then follow up later to ensure all problems are solved.
• Maintaining a good personality regardless of circumstances.

Going above and beyond basic courtesy has immense prospective benefits, as customer service can be used as a competitive advantage above other companies.

Accessibility

Omni-channel marketing is a strategy that allows consumers to reach the business seamlessly through multiple channels, allowing a customer to have consistent service no matter how they receive it. Whether it be through the website, in the store, over the phone, or anywhere else, the ability to have all ports open to be readily accessible is a key method to good customer service.

However, if there is ever the case that a company can not afford or is not able to have an omnichannel program for customer service, there are other ways for a company to provide accessibility. Examples can include having a thorough knowledge of everything necessary to help a customer, finding ways to accommodate different circumstances and overall establishing a business that will cater to all needs a customer may encounter.

Personalizing

One of the most irreplaceable parts of customer service is its ability to tailor immediately to the unexpected. Being able to resolve conflicts, tailor your services towards the needs of specific people, and create connections with every customer will work well in your favor.

A business can begin incorporating personalization of services through small things that will make every customer feel special. This can include paying close attention to customer feedback, remembering customers, and sending gifts for big purchases.

Proactivity

Being proactive is anticipating the needs of customers; a company being proactive creates opportunities to show what your company stands for, what your customers mean to you, and directs the way you market yourself. It diminishes the possibilities of failures and allows companies to expand their horizons into better goods and services.

Customer service will always be an irrevocably necessary job, as it is a key component in a business’s success. The one-on-one interactions between representatives and customers establish the brand loyalty and happy customers any business wants to have, effectively creating a service that benefits everyone involved.