Customer Service Skills and Philosophies Essay
When we talk about Customer service, we have to have in mind that the central element here is our customers and that it should be the organization’s responsiveness to accommodate the needs of customers. It is giving ourselves to the job that combines technical knowledge and professional attitude with friendliness, and courtesy toward customers. Customers’ satisfaction is our main goal. It means more than just being too kind, accommodating, friendly and smiling, rather it means going out of our way for our customers, with the aim of satisfying them and making moves for their benefit.
Therefore, it means a total program of the organization that makes excellent service, as perceived by the customer, and not as perceived by the organization. It is a customer – oriented approach, customer focused, customer driven, and not product – or technology-driven. Customer service is very important as it is an organization’s way of keeping customer coming back or it means satisfying customer will assume repeat market. As what every industries desire, repeat market! How then is this carried out in a practical way, so that we can ensure repeat market, or to keep the customer coming back?
It is first and foremost a friendly and caring
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And should they have a problem or problems, the customer would always like some attention, they are interested to know if we can lead them to a solution or solutions. They want to be taken cared of and not being transferred from one person to another and being left hanging. And in situations when error is made, they would ensure that such mistake is taken cared of and corrections are quickly done as early as possible would greatly satisfy them. What about the dissatisfied customers? One of the assumptions that when we are in a business firm, there may be some complaints coming from dissatisfied customers.
This should not lead us to panic or be depressed. In fact this is an avenue where we will be made aware that there are still areas we need to improve in our system, and we should be open for changes. But how do we cope with them, the dissatisfied customers? When this situation will take place, first we should acknowledge their complaints, listen to them. In doing this, we should have a good eye contact, we nod our heads if needed, do some non-verbal body language and voice just to assure that we are there to accommodate them and are willing to take action to meet their need.
And in listening to them, we try to paraphrase their statement putting them more on their benefit, we can also ask questions for clarifications, and in the same way to send a message that we really want to know what happened and that we can help better find a solution; and in doing this, we make sure to write their complaints. This will show that we really want to be accurate of the issue. Then it is very important to relay to them that we understand how they feel. So that in understanding them we just allow them to vent if necessary, putting in mind that the issue is not something personal, but their frustration is on the system.
We also have to apologize how they have taken extra time coming to us just to take care of what happened. If there is also a need to educate the customer on how to best access the service, as their complaint may just be a misunderstanding of the system or structures. We should discuss thoroughly how we would help them solve the problem, to make them assured that we are really there for assistance. In the same way, we should thank the customer for making us aware of the problem. In giving solutions, we must make sure that we do not under promise, but sometimes as much as possible over deliver solutions.
In cases of situations wherein we need to say “NO” to their requests, we can do it without necessarily antagonizing them. We may be unable to grant what and how they want things to happen , but still maintain a good relationship with them, to ensure positive feelings and attitudes between our customer and the agency we work with. This can be done by restating the agency’s policy in a polite and friendly tone, suggest alternatives, saying no by stating what they can do and not what they cannot do. Most of all it is very important that we always use a warm and cooperative voice.
As the book of proverbs says “A soft answer turns away wrath”. REFERENCES Larson, D. “Costumer Service is the Key to a Happy, Healthy Business”. BNET Research Center. November 12,2007 <http://findarticles. com/p/articles/mi_qa3840/ is_200407/ai_n9457979/pg_1>. Lundberg, Paul et al. Manual for Basic Customer Service Skills. Manila, Philippines: Associates in Rural Development, Inc. / GOLD Project, 1999. “Top Ten Customer Service Skills”. CustomerVision, Inc.. Novemeber 13,2007 <http://www. cvcust. com/hrshopper/getpage. asp? pagetype=article&articleid=5932>.