HELLO MI NEIGHBOUR | Keys to good customer service

Hello mi neighbour! The lady behind the counter couldn’t care two hoots about the customer who complained about the oversupply of salt in the callaloo breakfast that she had just bought. Onlookers weren’t too pleased with her response but for ‘peace sake’, they held their peace. Made sense. Sometimes, matters like these can escalate and lead to sorrow. Guys, be careful. Everyone seems to be on edge. Pray that no one will get hurt tonight over a simple matter which could have been easily resolved with a little commonsense.

Neighbour, the question which could be swirling in your mind as you read this article is, what has become of customer service in businesses today? And you and I know that customer service is not just serving the customer what they ask for. We know it is the assistance and advice provided by a company to those people who buy or use its products or services. Let’s break it down a little further, ‘customer service refers to support and assistance given before, during and after customers purchase a product or service’. It includes activities such as:

· Answering questions and finding solutions

· Resolving complaints

· Interacting with customers

· Following up on customer issues

· Providing guidance and offering advice.

Customer service can be provided through various channels such as phone, email, live chat, social media and in-person interactions.

Sounds like I am about to give a crash course in customer service? Well, maybe I should. Workers and several organisations don’t know what customer service looks like. Workers are seldom trained in that discipline these days. Sadly, many are not aware of the link between poor customer service and poor business performance. There is a very strong one!

As a business entity, having the best product is not enough! To drive sales and retain customers, it must be properly marketed. However, without a great customer service component, failure is sure from the get-go. You see, customers are easily frustrated, and poor service will drive them to the competitor, even if their goods are of a poorer quality.

Whenever customers purchase a particular product or service, very often they experience an emotion called post-purchase dissonance: a feeling of regret or anxiety at some point. To resolve their issues, they reach out to company agents known as customer support representatives. These representatives ensure that answers and support are provided promptly. Not like the lady (and I call her lady because she knows nothing about customer service) who insulted the customer who complained about the overly salted food.

A customer service representative must have a working and vast knowledge of the product and must be able to meet expectations. An uninformed representative could only worsen the relationship between the customer and the company.

And why is customer service is so important?

No one wants to patronise a business where they don’t feel special or feel downgraded by their overall experience.

It’s about creating a positive experience that involves building relationships with customers, understanding their needs and preferences and providing personalised solutions to their problems.

Providing excellent customer service can help your business to:

· Improve brand loyalty: Your customer service team represents your brand. Great customer service can turn first-time buyers into loyal customers.

· Retain existing customers: Satisfied customers are more likely make repeat purchases. And like church, they will invite a friend. Dissatisfied customers will do the opposite.

KEYS TO GOOD CUSTOMER SERVICE, TO BEAR IN MIND!

Personalisation: Treat people like actual humans, not numbers.

Empathy: Put yourself in the shoes of your customers.

Responsiveness: The faster you’re able to resolve your customers’ issues, the better their overall experience … and your pocket.

Product Knowledge: Your customers need to be assured that they can access a guide who’ll be able to assist them with any questions or issues regarding the product.

Professionalism. It’s important to maintain a professional demeanour at all times. This means being respectful, courteous, calm, patient, composed and constructive, especially when handling unhappy or frustrated customers.

Hope I have helped the salt fish and callaloo lady.

KINDLY HELP SOMEONE WITH SOMETHING FROM LIST BELOW

1. Refrigerator, stove, sewing machine, bed, bed linen, food items, building materials, etc.

To help, please call Silton Townsend @ 876 649-9636 or deposit in acct # 351 044 276 NCB. Alternatively, send donations to Hello Neighbour C/o 53 Half-Way Tree Road, Kingston 10; Paypal/credit card: email: zicron22@yahoo.com. Contact email: helloneighbour@yahoo.com. Visit hellomineighbourja.blogspot.com. Townsend exclusively manages the collections and distributions mentioned in this column and is neither an employee nor agent of The Gleaner.