Are you an employee looking to improve your customer service skills so you can increase your marketability and stand out as a stellar employee? Or, are you an employer looking to improve your customer service department so you can build your company’s reputation? MANCOSA SkillME offers a Service Excellence short course that teaches the fundamental principles and practices of excellent customer service, including understanding customer needs, resolving issues, and more. Discover more as MANCOSA SkillME outlines the importance of customer service skills, most notably the role of problem-solving in customer service.
Customer service is the practice of providing customer support and service to existing and potential customers to enhance their satisfaction with the company and its offers. It’s a direct one-on-one interaction between an employee and customer — in person or online.
Good customer service skills include:
Employees with advanced customer service skills can help companies grow and achieve their goals.
Some of South Africa’s most renowned brands are known for their customer service skills. Poor customer service, in contrast, can have long-lasting detrimental effects.
Customer service professionals or other employees who work directly with customers have many roles and responsibilities relating to customer service. Some of these include:
1. Create a space for good communication
Customer service professionals need to create a “safe space” where customers feel comfortable sharing their concerns.
Furthermore, they need to refine the communication process so they can assist or provide a solution as efficiently as possible. Helping someone solve a problem goes a long way in providing customer satisfaction and maintaining brand loyalty.
2. Answer questions about company products
These employees must also have excellent product and service knowledge to answer any questions or clarify finer details. If they don’t know the answer to a particular question, they need to consult with another employee to find the answer and get back to the customer.
3. Process orders and transactions
Employers may ask customer service professionals to receive and process incoming orders and to handle returns and refunds. This process can be handled in person, over email, phone, or social media.
Employees must process these orders promptly to ensure customers are happy with the company’s services and turnaround time.
4. Build a foundation of brand loyalty
Customer service employees are responsible for building customer loyalty so they can retain them. Customer retention is the third most important metric of customer service teams in SA.
To build brand loyalty, these professionals and teams must provide exceptional service, collect customer feedback, and respond to customer reviews.
5. Track customer metrics
Customer service involves keeping track of key performance indicators to ensure customers are satisfied and revenue goals are being met.
KPIs that need to be tracked include Net Promoter Score (NPS) to measure the likelihood of a customer recommending the company’s products or services, Average Resolution Time (ART) to measure how long it takes to resolve a problem, etc.
6. Provide proactive support
As the business world is becoming more competitive, companies must stand out. One way they do this is by offering proactive customer service.
This customer service aims to offer support even before customers ask for help. This way, customers see that the company truly cares about them and their feelings instead of only seeing them as numbers.
Businesses can achieve several benefits by investing in excellent customer service.
On the other hand, a business can suffer devastating effects when it fails to care for its customers.
Companies can improve their customer service by investing in online employee training. This is where short courses, such as the Service Excellence course, come in handy. This online learning programme will teach students the skills to know precisely what customers want and need. It’ll develop their understanding of what influences customer decisions and teach them to effectively resolve customer complaints and issues.
Whether you’re a seasoned customer service professional or budding newcomer to the role, investing in online customer service training can significantly benefit you and your business.
Study the Service Excellence course with MANCOSA SkillME and look at our other short business courses for different areas of upskilling.
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