customer service
The interest that trading companies have in their customers indicates how successful they are in conducting their various businesses. A successful company that always strives to be profitable values the people it does business with. Many of these companies have a dedicated department called "Customer Service" that serves the customers of the company's products and services. They listen to their opinions, suggestions, and complaints, and work to find solutions to any issues they may have.
Customer service enables companies to classify and diversify their business to achieve customer satisfaction, thereby maximizing corporate profits, for example, Telecommunications companies diversify their services by diversifying lines used by customers and this can be done only through aftermarket study and client segments study and therefore based on the study of a particular diversification-based marketing policy so that the much-spoken segment of customers has certain lines that serve their business, Also, customers who do not use the phone often have certain lines to achieve the goal without being financially burdened.
Customer service is a profession that has its responsibilities towards the business and customer, among which are:
-Good interaction with the questioner or complainant in a manner appropriate to the nature of the inquiry or complaint and appropriate to the status of the institution.
-Implement customer service policies and instructions approved by the Director of Marketing and Sales.
-Writing a daily report to show what has been done.
-Works in the interest of both company and customer.
-To provide the service that delights the customer and to receive his or her satisfaction.
-Have the ability to make long-term relationships with customers.
-Endurance force helps him deal with difficult complaints.
-Speak clearly and easily so that the customer can respond to it.
From these responsibilities we find that this profession has principles and ethics to be upheld, including:
1- Patience:
If "patience" isn't at the top of your customer service skills list, you'd better stop reading the rest. Patience is not only important to customers who often reach out to support when they feel confused or frustrated about something, but it is also important to the company as a whole, as prompt service always trumps prompt service.
2- Listening
The ability to listen and listen to customers is crucial to providing excellent service. Some experiments with data have shown that customer feedback is essential for any company seeking to innovate. In addition to paying attention to individual customer interactions (note the language/terminology they use to explain their problem).
3- Use “positive language”
Your ability to make small changes in conversational patterns will go a long way in keeping customers happy. Language is a very important part of persuasion. People, especially customers, usually create certain perceptions of you and your company based on the language you use
For example, let's say a customer contacts you and is interested in purchasing a particular product, but it happens that the product isn't available until next month. Small changes that you will use using "positive language" can significantly affect how the response is received by the client, and reduce the severity of the situation.
4- The calming/reassuring presence:
There are many metaphors for this personality type: "keeping their cool," "staying cool under pressure," etc., and they all represent the same thing: the ability some people have to stay calm and influence others' moods when things get a little tense.
5- Persuasion:
Customer support personnel know that often you will receive messages in your mail that revolve around the customer's curiosity/interest in your company's product, and not about the problems he encounters with the product, so you must deal with this situation and win it in favor of the company by persuading the customer to buy the product.
6- Persistence and adherence:
Call it whatever you like, but a great work ethic and a willingness to do what needs to be done - without shortcuts - are essential to providing the kind of service people are talking about. These principles stemmed from the employee's contact with the client, which requires him to possess a degree of language and physical skills, and we mention some of them:
1- Listening skill:
Listening is a process in which the listener gives special attention to the other party, as listening is considered a skill and art, as it depends on complex mental processes, due to the need for both thinking and hearing to synergize with each other, and it is known that this skill has a fundamental role in the learning process, as it was the one through which culture and various sciences are transmitted from generation to generation, in this article we will talk about the skill of listening in detail.
To be a good listener, do the following:
• Keep the eyes connected with the speaker.
• Avoid interrupting the speaker.
• Stay seated and avoid unnecessary movement as much as possible
• . Adhere to gestures and movements that suggest the speaker be very focused.
Ask some questions related to the topic provided that the speaker finishes his speech.
2- Body language skills:
The position of the body gives a signal that is understood by those who sit or stand in front of you:
- Moderate your sitting or posture to give the impression that you are interested and listen with focus.
- Do not get too close in your session or stance to the client, which gives the impression that you are attacking or challenging him, which provokes his nerves and attacks you.
- Avoid sitting lax by stretching your body back, so that you appear as if you do not care or care.
- Do not hesitate to help the client and avoid showing expressions of indifference on your face so as not to anger him more.
Body language mistakes when dealing with customers:
These mistakes must be completely avoided, especially if the customer is feeling angry or there is something tense with the facility: wrong facial expression:
- The expressions on your face should appear calm, sincere, and interested in everything the customer says.
- Avoid smiling or laughing while the customer is complaining; Because you provoke him more and you are the loser in the end.
Avoid provocative tone of voice:
- You should know that people respond to your way of speaking more than the speech itself, if your tone of voice expresses distress, nervousness, or coldness, all of that provokes the client and turns the situation into a quarrel instead of the understanding that the client came for.
Crossing arms defensively to end the conversation:
- Not welcoming to listen, and exaggerating the closed-minded defense, expressed by the sign of the arm crossed on the chest. If you're dealing with an angry customer, keep your hands open beside you. To show that you are listening carefully and with an open mind to the conversation.
3-Vocabulary skill:
For the other party to understand the content of the message, the sender must use simple terminology commensurate with the recipient's level, understanding, and educational attainment. Complex or difficult-to-understand scientific terminology should not be used except by specialists, as each position has an essay. While if the discourse is directed to different groups together, we take into account this by mentioning the difficult term and following it with an explanation or alternative in simpler language. Among the words used that have an impact on the soul:
- "Thank you":
Using this word, after someone has done us a favor or service, will leave a great impact on him, enhancing his sense of gratitude and appreciation and giving the impression of the customer's importance in the company.
- "Please":
Try to use this word daily, because of its magical work in the hearts of many people, as it shows respect and appreciation by you for the person you are addressing, especially when you use it at the beginning of the sentence, such as your request from someone for a specific service such as obtaining the customer's identity, order number, service, etc., then the request is wrapped in respect and appreciation, which will completely change its direct
- "Oops":
Apologizing is one of the most important ways to bring two people together, but the word pardon has several uses, as it is a way to attract someone's attention, to provide a way out when going through a certain situation, to move the conversation from a troubled form to another polite, or to rebalance the conversation. Also, using it with the client during a problem contributes to bringing the conflict closer and absorbing anger, such as when the employee says:
"Pardon you, dear customer, and we apologize for this mistake and are happy to serve and satisfy you." Or, "We regret that you have had this experience, and we are happy to serve you and help you solve this problem."
-"Can I help you?":
Many polite people use this phrase as it expresses the extent of their empathy for those around them, as this gesture is considered polite and nice.
"We'd love to know what you think?"
This sentence creates confidence in the customer and at the same time gives good cash and a clear vision of the company or product.