What Is Customer Service
Customer service encompasses all the actions that a company takes for the purpose of assistance before, during, and after a purchase. One of its main objectives is to satisfy the customer, ensuring that the product reaches the customer or that the service delivery takes place according to expectations.
Customer service, therefore, seeks to achieve its objective by offering consumers support, support, or whatever they need. And we are not only referring to the moment of purchase, but also to all that it entails.
Many companies assign customer service to a specific department, but it’s also important to ensure that everyone involved in a company’s sales process takes responsibility for the customer experience.
Types Of Customer Service
To provide good customer service, it is necessary to know not only how to inspire sympathy, but also how to act depending on the communication channel used.
Below is a list of the various types of customer service and their characteristics.
In-Person Service
The in-person type of customer service is the most traditional. Yes, it’s true, technology has invaded our lives. However, customer service and in-person relationships are still very much in evidence. This type of customer service is distinguished by the physical presence of the company representative and the customer.
In general, in-person service is essential when it comes to handing over documents, delivering and returning items, and for any type of service that requires a physical presence — such as in hotels and supermarkets.
The intervention of an expert professional, for example, a technician for wired Internet, constitutes another example of this type of customer service. It is important to specify that, for this type of service, it is essential to pay attention to the smallest detail, from how to dress to what you say, because the image of the company depends on it.
Phone Service
Regardless of the industry. We believe that telephone service should be part of your customer service strategy. This type of service requires the application of a series of rules and standards in order to guarantee customer satisfaction.
Despite the standards, it is very easy to implement as part of your strategy. You can even hire a third-party company to take care of it — always ensuring the quality of service.
In this case, it is important to pay attention to aspects such as the tone of voice, the fluency of the words, the security of the communication of information and, of course, to try to make a free line available and easily reachable — mainly in terms of days and times.
Virtual Service
As stated earlier, technology has invaded our lives. As a result, companies need to adapt and include digital technologies in their strategies for customer service types.
Therefore, within the framework of the virtual service, you can offer different channels, for example, email, live chats, chatbots, and social networks.
Proactive Service
Also known as “dynamic service,” proactive service refers to the type of customer service a company provides to its customers when it comes into contact with consumers unexpectedly.
It is the service offered when the company approaches the customer in order to maintain their loyalty and present them with a product or service or recommend a benefit or an offer.
This type of service aims to establish a relationship with the aim of converting the customer. However, it is necessary to be prepared for refusals and frustrations because, since the customer is contacted when he is not considering a purchase, he is very likely to decline the offer.
Responsive Service
Unlike proactive service, reactive service refers to the situation where the customer contacts the company for any reason. The company must then be ready to respond to any request made by the consumer.
This contact with the customer can take place through the various channels made available by the company. Staff capable of meeting the needs of the consumer must therefore be provided.
Types Of Customer Service According To The Role Of The Consumer
Direct Service
Refers to the situation where the person who contacts the company is the person responsible for the purchase decision.
Indirect Service
Refers to the situation where the person contacting the company is not the person responsible for making the purchase decision.
What matters is to always identify the aspects of customer service to know where to focus efforts and strategies, with the aim of always generating more opportunities.
Innovation Strategies In Customer Service
To gain a competitive advantage when it comes to types of customer service, it is necessary to adopt the innovations available in the market. Here are some of the strategies that you can put in place within your company:
Omnichannel Strategy
The omnichannel strategy consists of simultaneously offering different communication channels. They must give the impression that they are one and the customer must not feel the transition between the channels. To use this strategy, it is essential to use CRM software.
Chatbots
Chatbots offer automatic and pre-defined responses, which allow the customer to get an immediate response after selecting the desired options from the list.
Video Conference
Despite the advancement and acceptance of technology, service involving human contact is also appreciated. Thus, videoconferencing makes it possible to offer a service that combines distance and proximity. Despite the physical distance, the video conveys a sense of humanity and closeness.
It is important to emphasize that, to provide a good customer service experience, CRM software makes all the difference since it allows the integration of technologies and the recording of information relating to the customer.
Customer Service Techniques
Now that you know more about types of customer service and the importance of providing the customer with a superior experience and service, it’s time to review our advice on customer service techniques.
Personalized Treatment
Personalized service makes all the difference. Therefore, always ask the customer for their name and, more importantly, repeat it throughout the conversation.
Active Listening
Another important point for all types of customer service is active listening. It takes all of your attention to understand everything the consumer needs and, once the demand has been identified, know exactly what to do to answer their questions and solve their problems.
Empathy
It is important to put yourself in the shoes of the consumer. In other words, it is essential to show him that you value his concerns as well as his problems and that you will do your best to answer and solve them.
Questions
It is important not only to listen to the customer but also to ask questions. It is your responsibility to ask open-ended, closed, confirmatory, leading questions of any type. Ask questions to properly target the customer’s needs and thus be able to offer them a quality experience.
Flexibility
The client may submit an out-of-standard request to you. Before you tell him you can’t access it, ask yourself if you can make an exception and determine if you really can’t meet his need.
After-Sales
After-sales service is as important as sales service. It is essential to maintain communication with the customer, offer him assistance, and identify his needs so that he is satisfied.
How To Satisfy Its Customers
1. Know The Customer
To understand what your customer needs, it is necessary to know him. Therefore, you should not stop studying the people who consume your brand.
2. Create A Close Relationship
It is important to be present and to maintain contact. In other words, the client must know that you are there for them, which helps to establish a relationship of trust.
3. Take A Customer-Centric Approach
Everything in your business should revolve around the customer, from A to Z, down to the smallest detail.
4. Evaluate The Customer Experience
Customer feedback is always of paramount importance. Therefore, once the delivery of the product or service is completed, ask the customer to rate their experience to determine their level of satisfaction, not only with the product but also with the service.
5. Manage Customer Complaints
Nothing and no one is immune to error or failure. Neither humans nor technology. Because of this, you should be prepared for possible complaints and claims. However, they should be managed as well as possible, trying to dispel doubts and solve customer problems with the utmost kindness.
