What is Good Customer Service?

What is Good Customer Service?

Good customer service is an in-depth knowledge and experience of the products you offer, being able to quickly solve problems with clear communication, and helping customers make the right choices for them.

Customer service can make or break a consumer’s experience of an organisation. Essentially, it is the “support you offer your customers – both before and after they buy and use your products”.[1] It is a crucial component of any successful organisation, as it can build customer loyalty so that people come back to purchase more products. This will increase your sales. In addition, it makes you stand out from the crowd and may transform your reputation from good to outstanding.

Requirements for Good Customer Service

Product Knowledge

In order to have the ability to show outstanding customer service skills, you need to have an excellent grasp of and long-term experience with your products.

It will frustrate customers if you don’t know what product or service they are talking about. If you aren’t aware of the product, how can you even begin to solve the customer’s problem?

You will instil confidence in your consumers if you give-off confidence in your knowledge. To build-up your knowledge, you may want to refer to your organisation’s brochures, and look for on-the-ground feedback of any shortcomings by looking at online forums. Being aware of your product’s problems is a great way to build trust. This is because it means customers truly believe you are listening and working to make the service better for their benefit.

Problem Solving

The next skill you need for good customer service is an ability to solve problems.

Most of the time, customers call up an organisation because they have a problem with a product/service, or a question about it. They may need your products for a specific purpose, and what to know about how well it does the job they need it to do.

For example, nowadays a lot of major organisations have social media accounts, designed to listen to problems. They reply to the individual directly, making the person feel like they are really being listened to. These accounts make recommendations to the person in an attempt to fix their problem. People get replies in seconds in response to their specific issue.

Helping Customers Make the Right Choice for Them

To be clear, customer service is not about making as much money as possible, its about providing information and recommendations to make the best purchase for the customer’s situation.

Customer service providers need to be attentive and flexible. They need to work around the customer’s situation and make recommendations based on that.

If you push the most expensive product onto a consumer, despite the fact its not what they really need, then the customer might sense this and walk away. As a result, a customer will feel like you are using them just to make money. You want them to feel like they are a treasured client.

For instance, someone looking to buy a computer may need it for a specific purpose like university work. As a result, you can recommend models appropriate for university work at a good student-friendly price. This would be a good example of customer service. Recommending top of the range, really expensive models will just mean the student doesn’t feel listened to.

Clear Communication

Throughout all of the above steps, its so important to have good communication skills.

This includes good listening, because it is so frustrating for customers who feel like they are not listened to. If customers are upset or angry, this is even more important. You need to make the consumer feel valued at the end of the day. List the steps you are doing as you do them, and make it clear what you can and can’t do to solve the issue.

For more information, you can view our customer service pathway. This range of courses includes our customer service essentials course, which will help your organisation deliver the best care to your clients and consumers.

You can view our online customer service essentials training course here.

[1] https://www.salesforce.com/products/service-cloud/what-is-customer-service/