Customer service is the provision of services to customers before, during, and after purchase. The perception of the success of the interaction depends on the employee "who can adjust to the personality of the guest". Customer service deals with the organization's priority to customer service relative to components such as innovation and product pricing. In this sense, organizations that value good customer service can spend more money in training employees than the average organization or proactively interviewing customers for feedback.
From the overall point of view of the sales process engineering effort, customer service plays an important role in the organization's ability to generate revenue and revenue. From that perspective, customer service should be included as part of a comprehensive approach to systematic improvement. One good customer service experience can change a customer's entire perception of the organization.
Video Customer service
Customer support
Customer support is a range of customer service to assist customers in making cost effective and correct use of a product. This includes assistance in planning, installation, training, problem solving, maintenance, upgrading, and disposal of products. This service can even be done on the customer side where he/she uses the product or service. In this case it is called "in home customer service" or "in home customer support" .
Regarding technology products such as cell phones, televisions, computers, software products or other electronic or mechanical goods, this is called technical support.
Maps Customer service
Automatic customer service
Customer service may be provided by a person (e.g., Sales and service representative), or by automatic means. An automated means example is an Internet site. The advantage with automated means is the enhancement of the ability to provide services 24 hours a day, which can, at the very least, be a complement to customer service by people.
An increasingly popular type of automated customer service is done through artificial intelligence or AI. The benefits of AI subscribers are the feeling to chat with a live agent through enhanced speech technology while delivering self-service benefits to customers.
Another example of automated customer service is through touch-tone phones, which usually involve the main menu, and the use of keys as an option (ie "Press 1 for English, Press 2 for Spanish" etc.)
However, in the Internet age, the challenge is to maintain and/or enhance personal experience while utilizing the efficiency of online commerce. "Online customers are completely invisible to you (and you are for them), so it's easy to reduce them emotionally, but this lack of visual and touch presence makes it even more important to create a sense of human-to-human personal relationships in the online arena."
An example of customer service by artificial means is an automated online assistant that can be viewed as an avatar on the website. It can take advantage for companies to reduce their operating and training costs. This is driven by chatterbots, and the main technology underlying the system is natural language processing.
Metrics and measure customer service results
The two main ways to collect feedback are: customer surveys and Net Promotion Score measurements, used to calculate the fidelity that exists between the provider and the consumer.
The customer service metrics that the company follows depends on the tools used for customer service. The most popular metrics include:
- first response time,
- average response time,
- total handling time,
- customer satisfaction score (CSAT).
Instant feedback
Many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. For example, National Express in the UK has invited passengers to send text messages while riding the bus. This proves to be beneficial, as it allows companies to improve their customer service before customers are disabled, thus making it much more likely that customers will be back next time. Technology has made it easier for companies to get feedback from their customers. Blogs and community forums give customers the ability to provide detailed explanations of negative or positive experiences with companies/organizations.
Standardization
There are several standards in this topic. ISO and International Customer Service Institute (TICSI) have published the following:
- ISO 9004: 2000, performance improvement
- ISO 10001: 2007, about customer service behavior
- ISO 10002: 2004, on quality management in handling customer complaints
- ISO 10003: 2007, on dispute resolution
- ISO 10004: 2012, on monitoring and measurement
- International Customer Service Standards (TICSS)
- CCQA Customer Care Standard www.CCQA.org.uk
There is also an Information Technology service management standard: ISO/IEC 20000: 2005. The first part concerns the specification and the second part of the code of practice.
Criticism
Some argue that the quality and level of customer service has declined in recent years, and this can be attributed to a lack of support or understanding at the company's executive and mid-level management and/or customer service policies. To address this argument, many organizations have used various methods to improve their customer satisfaction, and other key performance indicators (KPIs).
See also
References
Source of the article : Wikipedia
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