In this session, we will be discussing what is customer service definition, and also discussing customer service meaning, customer service definition, types of customer service, customer service strategy, conn’s customer service, customer service excellence, customer service representative, customer service job.
What is customer service?
Customer service is the provision of service to customers before, during, and after a purchase. Customer service can be regarded as part of client relationship management.
The provision of customer service creates an emotional bond between the customer and the brand, influencing future behaviour. With the creation of social media and smartphone apps, businesses can receive and respond to feedback and comments from clients and prospects in real-time.
Customer service meaning
Customer service is an attitude towards meeting the needs of the customer. It is not a list of rules on how to respond to complaints or requests for service, although many customer service representatives are given guidelines.
Customer service means that employees should be empathetic to the customer’s needs, and should take any complaint as an opportunity to learn how the business can improve.
It means that employees should do what they can to resolve customer problems, even if it means going above and beyond what is expected.
Customer service definition
customer service is the action or process of providing customers with a level of service that meets or exceeds their expectations; it is also an organizational culture at a given company. Customer service is also known as “customer care”, “client care” or “customer relations”.
In the session on what is customer service definition, we will be also discussing types of customer service.
Types of customer service
There are many different types of customer service, some are face to face with the consumer some are over the phone or the internet. The types of customer service are dedicated to the following point.
- Walk-in Customer Service
- Phone Customer Service
- Email Customer Service
- Live Chat Customer Service
- Chatbot Customer Service
- On-Site Customer Service
- Social Media Customer Service
- Self-Service Knowledge Base
- Video Customer Service
- Interactive Voice Response (IVR) Customer Service
Walk-in Customer Service
When a customer comes into a store or business, they usually need to speak to someone about their needs and wants. This is called walk-in customer service and requires the customer and business to work together to solve problems and make decisions. The business may need to order special materials or custom-build something for the customer. The customer needs to tell the business what they want and why they need it.
Phone Customer Service
Sooner or later or the other, we as a whole have communicated with a customer service specialist via the phone. All things considered, who can fail to remember the experience of getting relevant assistance without the need to visit an actual store or office?
Phone support has been a prevailing customer service channel for quite a long time, and you will be astonished to realize that it is still is. Around 61% of US customers lean toward phones as their go-to channel to determine customer service issues.
However, what makes phone customer service so well known?
While numerous customer discussions start on computerized channels like live visits or online media, a large portion of them must be raised to a phone call for relevant support. Furthermore, a mindful human voice can have a significant effect with regards to cultivating a decent affinity with a customer.
Email Customer Service
Email customer service is a type of customer service that is provided via email. Customer service through email is an alternative way and they both complement each other. Email customer service has been in existence for a long time and most companies that provide services to their customers include.
Live Chat Customer Service
Live chat is an online service where customers can chat in real-time with an agent who is then able to provide information about the product or service they are inquiring about. Live chat customer service is often involved when there are inquiries that can be handled directly in the chat window, but it is also used in conjunction with email and phone customer service where customers need more in-depth assistance with their inquiries.
Chatbot Customer Service
Chatbot customer service is here to help! It’s the easiest way to find answers and the quickest way to get results. All you have to do is text your questions to the number on your bill. It doesn’t matter how silly your question is, or how complicated your problem is, the chatbot will help you find the best solution.
On-Site Customer Service
This kind of customer service is offered directly at the home or the work environment of a customer. On-site customer service can include undertakings like introducing a product at the site, yearly support, or product fixes.
On-site customer service is generally pricey. You should stress over viewpoints like recruiting distant professionals, their preparation, travel costs, and that’s only the tip of the iceberg. Consequently, most organizations can bear to offer these services only to premium customers and not to standard customers.
Notwithstanding, certain products require the actual presence of an associate when something turns out badly. For example, in case there is a server or systems administration issue, an IT professional should be available at the location to sort things out.
Social Media Customer Service
In 2013, digital media and social media were a huge part of the marketing mix for retailers. Consumers were more used to interacting with brands via social media platforms than ever before, so it was inevitable that retailers decided to use these online tools to interact with their customers in order to increase customer service (Keller, M, 2013). The most common social media tools used were Facebook, Twitter, and YouTube. Most retailers use these tools to interact with their customers and ask them questions.
Self-Service Knowledge Base
Current customers want to feel engaged and get the chance to determine their essential inquiries all alone. All things considered, who might want to look out for hold for 5 minutes or get an email reaction days after an occurrence?
Self-service has arisen as a beam of expectation for customers who wish to get applicable assistance with the least endeavors. More than 60% of US customers
incline toward a computerized self-service gateway, for example, a site or versatile application, for basic inquiries.
Presently, the possibility of self-service is for sure an intriguing one. Be that as it may, to make it work for your business, you should zero in on the UX and SEO of your assistance pages. If customers need to battle to track down applicable data, their experience gets hampered.
Video Customer Service
Video Customer service is a tool that companies use for both customer service and marketing purposes. Video Customer service is a process that is initiated after a customer has placed an order with a company, and in which a customer service representative watches a video on a company website or sends a video email to the customer. Video Customer service is also used for market research purposes. A customer service representative watches a video on a company website and comments on it.
Interactive Voice Response (IVR) Customer Service
Intelligent Voice Response (IVR) alludes to the innovation that permits customers to interface utilizing their voice or versatile keypad. In light of the data sources given by the customer, IVR frameworks can comprehend their concern and offer the right information.
IVR can deal with essential customer demands effortlessly. For instance, when a customer calls to affirm an arrangement, the IVR may request the customer ID and offer the mentioned information.
An insightfully made IVR can further develop the customer venture. Be that as it may, inappropriate execution can ruin the entire reason and lead to disappointed and despondent customers.
You should be extra cautious – a long and convoluted IVR menu can befuddle guests, and a short menu may exclude significant choices.
In the session on what is customer service definition, we will be also discussing customer service strategy.
Customer service strategy
Hence, a customer service strategy is the process of planning and organizing the services you offer your customers. A customer service strategy is the foundation of any customer service practice.
The customer service strategy is a set of policies, procedures, and processes that are designed to meet the needs of customers and provide an efficient, effective, and responsive service.
The customer service strategy provides a vision for customer service that will be used to make critical decisions and is the basis for the implementation of customer service policies and procedures.
In the session on what is customer service definition, we will be also discussing customer service objectives.
Customer service objective
The objective of customer service is to satisfy the customer, and to improve the quality of customer relations, by meeting the customers’ needs. It is a continuous process, and the ultimate goal is to meet the customer’s needs in the most cost-effective manner.
Customer service is defined by the ISO 9001:2000 standard as the continuous process that employees of an organization engage in with the objective of meeting customers’ needs. A customer service function is a function that is conducted by an organization to provide services or information and collect payments from customers.