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What Is Customer Service?

We break down how customer service works, and the best ways that you can serve your customers.

Olivia Maier

· 4 min read

It seems difficult to understand how customer service works and how to best serve your customers. Most customers’ stories on the Internet are about poor customer service experiences, so you don’t always hear from companies that actually do it right. That doesn’t mean brands should ignore customer service or simply try to avoid negative customer feedback.

Simply put, customer service means providing added value to customers so that they can make the most of a product or service. It is about providing support to customers whether they buy or use your products or services, helping them to have an easy and enjoyable experience. Support is part of customer service, but it does not stop interacting with customers after you sell them your product.

A successful customer service policy is a system that provides employees with the tools they need to ensure excellent customer experience quality. This is the key component of the customer service culture that, together with its processes, ensures the success of your business.

Providing the best support

In customer support, the biggest frustration for customers is not getting what they need. Customer frustration stems from a lack of understanding of what is actually delivered, not from the customer experience itself.

For this reason, customer service teams need to bring client interaction to a clear and tailored solution. When a potential customer has a question about a product, the Service Agent must be able to respond immediately with its omnichannel customer service software. The only time a present customer would contact customer service is if they have a problem with the product or service. For example, if you receive a damaged package, your customer will inform you in order to find a solution.

Whatever the issue, the role of customer service is to reassure the company’s clients and provide the information they request. Negativity can mean a faulty product or confusing instructions, but no matter, it is still worth hearing about it from your customers in order to improve the issue or fix the problem.

It is also important that customer service staff understand that it is their job to change the way the clients feel by listening to them. In general, customer service is the help, advice, and service that a company offers its customers immediately after purchase. Whether customer service is simply an information consultation or assistance request, customer support is a process that creates an emotional connection with clients.

Tips for successful customer experiences

  1. Good customer service usually means providing clients with punctual, attentive, and supportive service, while ensuring that their needs are met in a way that has a positive impact on the business of the company. This sums up how important customer service is in the competitive landscape and how important it is to excel in it. Businesses need to make sure they can provide excellent customer service to all customers, so they can secure the best position on the market. With Yodel on your side, you’re able to improve your ability to support your customers and your team through innovative features and smart integrations. As much as potential customers like to read poor customer support experiences, so will your competitors.

  2. When a customer needs help buying a product or is frustrated to the point where they leave the brand, the customer service representative must use the right skills to connect with them. This matters tremendously so that in the future they can interact with your brand more calmly, more satisfied, and in a more trustworthy way.

  3. Voice is key in any communication. Even if you have a script, it can be very helpful to show your personality to help your customers connect with you, as a customer service representative.

  4. Being accessible will help your business thrive. If you can’t always reach your customers where they are, use a local phone number, a toll-free number, or email address that allows them to contact your support team in the most convenient way.

  5. When you know what excellent customer service is all about, you can communicate it in the form of a positive experience. At any time, write down all the situations and their provided solutions that resulted from a really good customer experience. Explain to yourself what and how you have learned from that particular experience.

In the end…

Delivering high quality customer service is something that your business should be prioritizing. The best way to do this is by offering communication channels that help your customers find helpful resolutions. Phone communication gives your customers an accessible channel of communication that has been shown to be effective in resolving customer concerns. With Yodel, you can take your business phone one step further with advanced collaboration and communication features that will help you improve upon your existing customer service experience. Get started with a free trial today, and see how Yodel can help you give your callers a positive customer experience.

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