Companies are always keen to carry out regular surveys of customers, whether through emails, phone calls, websites, or even when sending the invoice to customers, in order to know their needs and work to meet them, and this is what we always emphasize in Marketune. On current or potential customers, customer service has become a culture, not a service, that works to attract the largest amount of them, and try to satisfy them and meet their needs in all ways, so we will discuss in this article how to successfully manage the customer service culture in your company.
What is the concept of customer service culture?
A service provided by companies to their customers in order to obtain their satisfaction with the products or services provided by the company to achieve profit and benefit. Therefore, companies always compete to provide customer service in a manner distinct from their counterparts. In order for your company to be one of these companies, you should not wait for the customer to present his problem, and take care of silent customers who do not submit complaints and inquiries, choose employees very carefully.
Skills that must be met by the customer service team in your company:
Patience: He must be patient in order to be able to fully listen to the customer, show sympathy, and interact with him, no matter how boring or time-consuming his complaint.
Persuasion: He must be persuasive in order to be able to explain the advantages of the products or services in an attractive way, to show their value to the customer, and the advantages that he will obtain when using or buying them.
Effectiveness: The solution to the problem is the result that the customer wants to reach without going into details, so he must follow a pre-planned strategy to refer complaints to the appropriate party.
Time management: It is true that the service provider fully listens to the customer, but without wasting time, so he must ensure that the instructions or steps are clear to the customer.
Tact: Respect for the customer and dealing with him courteously is the basis for the success of customer service. Providing him assistance and dealing with tact increases the customer’s confidence in the company.
Knowledge: He should have full knowledge of good and bad customer experiences, which contributes to solving their problems effectively.
The ability to solve problems: Achieving complete customer satisfaction is what the customer service representative seeks, so he must have the skill to solve problems to end the process with the customer and confirm that the problem has been addressed. Therefore, anyone who is serious about making great progress in their business must realize the importance of customer service and how to manage it successfully as a culture in the company and not as a service.
How do you successfully manage your company’s customer service culture?
• Be the voice of the customer
The customer service team is the people who know more about customers, they have a unique opportunity to hear comments directly from them, discover problems and what customers like or hate about a specific product or service, etc., so you have to be a representative for them in the company, to express their needs so that the company can benefit from Develop strategic plans.
• The customer is always right
The customer service team solves problems, whether simple or complex, under the slogan “The customer is always right”. This is the most difficult and most dangerous task that you perform. The presence of an angry customer is the most dangerous thing that could threaten the company’s reputation, and transmit this anger to more customers.
• Start from inside
Customer service employees are the basis of the success of the management, and thus they are the tool for retaining customers as well, so it is imperative to provide an ideal work environment for them and work to meet their desires, and this is the policy of dealing with employees in Marketune Company and one of the reasons for success.
• Set goals
Defining goals from the beginning and methods of measuring them, but you must set goals that can be measured and achieved so that the employee does not fail to achieve them, which means losing the customer.
• Establishing strong relationships with profitable clients
The Customer Service Department classifies its customers in terms of importance and achieving benefits for the company more than others. The company’s customers are not of one degree of importance, and then it closely studies them to find out what they prefer, so that you can establish strong relationships with them.
Conclusion
Maintaining existing customers and bringing in new customers, while preserving them to become permanent, is not an easy task, it requires many skills and effort, but always remember to make customer service in your company culture, not a service.
