What is customer service & why it is so important?The best way in order to understand the importance of customer service is to imagine you being a customer & then list out of your expectations from the vendor or from the seller. So if you already have begun this job than what could be the important or we may say the most essential parameters on which you make a judgment. This is important because what we got the impression as a customer will decide whether we are going to make a purchasing with an understanding of returning to the shop in the future or whether we will take a break & will be looking for some other options.
Let's assume that the customer has got the positive impression than what could be the possible consequences.
But what if the customer has left with some negative impression.
Now if we have studied well with the above exercise than how to sustain with more satisfied customers & at the same time increase the customer database?
Understanding customer requirements.The customer is often driven by the quality products with the best possible prices that come within the limit of his pocket. So when a customer gets attracted to a shop he will continue to weigh all the options till the time he feels comfortable & take a decision. During this the customer should be given freedom to roam & judge but most often there would be someone who keeps up with the customer trying to influence him which should not be the case. This makes the customer a bit uncomfortable & so let him be free & wait for his query if any.
Role of attitude towards customerIt is obvious that all the visitors can't be the customer & so we need to be consistent in our approach to all of them because who knows which one among them is going to your next customer.
Do not pressurize or force the customer.In case the customer seems interested then we left with the option of putting some extra efforts so that the customer may purchase the item. This is a good option which in technical terms referred to as "push sales", but on the other hand any unnecessary pressure may negate our whole effort.
Be honest towards customerThe vendors can often be found serving with the misinterpreted information but instead be honest with your presentation & knowledge.
Taking instance of one of mine wherein I was looking for the battery of one of Sony mobile. I looked on almost all online stores as well as other mobile markets in Delhi but due to old model there wasn't any availability. In between I also tried the official site of the Sony. This had an option of online chatting wherein I was conveyed of no stock with no stock in pipeline too. Even though I was expecting something positive but still didn't mind to that.
Coming up with the promotional offers.In one of the fabric shop, the vendor has registered my mobile number & is sending me the offers through SMS which the company introduces from time to time. This is a god step to inform the customers of the latest offers like "buy one get one" & many other schemes. The customer for sure would love to know about these offers.
ConclusionCustomer service can be referred to the support in which we offer to the customers for both before and after they buy and use the products or services. Making an effort for best possible customer service is important in order to retain customers and grow your business.
Today's customer service goes far beyond the traditional telephone support agent but during this time of the digital era it's also available via chatting, email, web, text message & social media. The companies are now setting up with the 24*7 online solutions giving the customers with a self-support so customers can find their own answers at any time day or night. Customer support is more than just providing answers but rather it's an important part of the promise which the brands make to its customers.