"Customer service covers every interaction a customer has with a company, from their first enquiry to after-sales support. These interactions can take place across digital channels such as email and social media, over the phone, or in person. Each touchpoint can influence how customers perceive the business and whether they feel confident buying from it. It's worth remembering that good customer service involves resolving issues, such as complaints and refunds, as well as supporting satisfied customers."
"Whatever the situation, strong customer service is typically built on three key pillars: responsiveness, consistency, and empathy. Responsiveness refers to how quickly a business acknowledges a customer. Sometimes, a full resolution requires some time, but customers still appreciate a speedy acknowledgement. Consistency ensures everyone receives the same standard of service across channels and team members. Empathy is also important as it helps staff respond thoughtfully and tailor solutions to individuals."
Providing excellent customer service is often essential for a business to succeed. Even with a strong product and competitive pricing, businesses can struggle if customer service falls short. Negative experiences like delayed email responses, short-tempered shop workers, or frustrating returns processes can deter customers and sometimes cause permanent loss of business. Customer service encompasses every customer interaction, from first enquiry to after-sales support, across digital channels, phone, and in-person. Good service addresses complaints and refunds as well as supports satisfied customers. Strong customer service relies on responsiveness, consistency, and empathy to deliver timely replies, reliable outcomes, and meaningful interactions.
Read at Business Matters
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