Do you care about the service you offer your customers?

Do you care about the service you offer your customers?

Customer service is the attention that a company provides to its customers when answering their questions, orders, complaints, selling them a product or delivering it to them.

Good customer service is based on empathy with the customer; it is part of marketing and its objective is to manage satisfaction by transmitting positive perceptions of the service.

The factors involved in customer empathy are:

• Easy access to the company and its employees.

• Good communication, listening to customers and keeping them informed, using language they can understand.

• Understanding the customer, making an effort to get to know them and know what their needs are.

Offering quality customer service should be much more than just a value for a company; it should be a culture for all employees. So, if you want to offer the best experiences, focus on training your employees by providing them with the tools and tactics necessary to interact with your customers and make them happy.

Most of the time, contact with your clients or prospects is done by telephone, which puts the company's image at stake, through a medium that does not have the richness of a face-to-face relationship. That is why it is important to be prepared.

It is important to be prepared to provide effective communication, here are some microtips you can use:

1. Don't keep your customer waiting! It is important to answer the phone as soon as possible. If they get an answering machine, tell them who they have contacted and how they can get in touch with you alternatively (leave a message, call at another time, visit the website, etc.).
2. Clarity of message. It is essential to start any conversation by greeting the person you are speaking to in a pleasant manner, measuring the intensity of your voice, speaking more slowly than usual and pronouncing correctly.
3. Be willing and helpful. How can I help you? Don't wait for the customer to tell you why they are calling.
4. Put aside whatever other tasks you are doing. The idea is to find out what the caller wants or needs. The more you know and understand about the caller's motivations and interests, the better your response will be.
5. Take quick notes. It will help you sort out the issues and also keep a record of calls.
6. End the call with kindness, leaving a positive image of the company. Always make sure the customer hangs up first; you have to get them to hang up with the conviction that you tried everything possible to resolve their query or problem.

According to a study, only 4% of customers complain about poor service and attention, and on the other hand, only 40% of companies in Mexico are concerned about this, when it costs ten times less to sell to an existing customer than to a new customer.

Instead of just investing in advertising to attract new clients, make sure to offer excellent service to existing clients in order to gain their loyalty and earn referrals. Never forget that the purpose of Microsip consultants is to exceed customer expectations.