Introduction

Customer service is the provision of service to customers before, during, and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.

How you define service shapes every interaction you have with your customers. Limited definitions of service based on an exchange of monies for goods or service misses the overall point of customer service. “Service” should provide the customer with more than a product or action taken on his/her behalf. It should provide satisfaction. In essence, the customer should walk away pleased at the result of the transaction – not just content but actually happy. A happy customer will continue to be a buying customer and a returning customer.

Professional Qualities in Customer Service

Professionals who constantly deal with customers (inside and outside the company) need to strive for certain qualities to help them answer customer needs. The professional qualities of customer service to be emphasized always relate to what the customer wants. After years of polling and market research, it turns out customers are constantly internalizing their customer service experience. What this means is they are grading your customer service during each transaction but you rarely know it. While there are a multitude of customer needs, six basics needs stand out:

• Friendliness – the most basic and associated with courtesy and politeness.

• Empathy – the customer needs to know that the service provider appreciates their wants and circumstances.

• Fairness – the customer wants to feel they receive adequate attention and reasonable answers.

• Control – the customer wants to feel his/her wants and input has influence on the outcome.

• Information – customers want to know about products and services but in a pertinent and time-sensitive manner. -It is also very important for customer service employees to have information about their product or service. Service providers who answer, “I don’t know” or “It is not my department” are automatically demeaned and demoted in the mind of the customer. These employees can end up feeling hostile as well as unequipped. Customers want information, and they disrespect and distrust the person who is supposed to have information but does not. Good Information is Often Good Service: Employees need to be empowered to satisfy customers. Employees will give bad service to customers if they themselves receive bad service and little feedback from their managers and supervisors. Remember: external customer service starts with internal customer service.

Conversations Over the Telephone: It’s Not What You Say, It’s How You Say It

The moment you pick up a telephone, body language and visual perceptions disappear and your tone of voice becomes dominant. Almost the entire message you project to the customer over the phone is derived from tone of voice and attitude.For example:

• A flat tone of voice says to the customer, “I don’t like my job and would rather be elsewhere.”
• Slow pitch and presentation say, “I am sad and lonely – do not bother me.”
• A high pitched, rapid voice says, “I am enthusiastic and excited!’
• A loud voice says, “I’m angry and aggressive.
• ” Telephone Etiquette Telephone etiquette, unlike more varying body language, can be uniform and is not culturally based. The telephone is often the first or last place a customer comes in contact with an organization or company. Being telephone friendly is one of the least expensive and cost effective ways to deliver better customer service.
• Answering the Telephone Pick up the phone in three rings. More than three rings signals chaos in your office or inattentiveness on the part of your company or organization. Greet the caller, e.g. “hello”, “good morning”. Good manners shows you respect the caller. Give your name, e.g., “Hi, my name is Emma”. This is a courtesy that serves to personalize the customer service experience as well as allowing the customer to hold you accountable for your level of service. He/she now has a point of reference and someone to contact when he/she calls back. Ask the customer if or how you can help. Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems. This also leaves the customer with a positive impression.. Put it altogether and you have a good example: “Good morning, thanks for calling the Insect Farming and Trading Agency, my name is Emma, how may I help you?” The greeting is key, it sets the tone and style of the whole interaction.
• Troubleshooting Some things which may upset a customer are simply unavoidable. Here are some tips on how to best handle these situations. “Putting a Customer on Hold” Ask the customer if you can put them on hold; wait for them to say “yes” or “no” and then explain it will only be for a short period of time. Explain to customers why you are putting them on hold. Thank customers for holding.
• “Transferring a Call” Ask the customer if they mind being transferred; wait for them to say “yes” or “no” and explain why they are being transferred and to whom. “Taking a Message”