Customer service is a concept that we need to explore due to the continuous need for it. Gone are the days when the means of communication were through writing letters or using a landline phone. Nowadays, our mobile phones serve a lot of functions ranging from news, marketplace, educational services, et al. This increases the need for virtual/online assistance which all boils down to customer service. Simply put, customer service is the help rendered to people throughout a successful transaction process. Mobile customer service is the most relatable of all. It means the assistance, guidance, or help we get through our mobile phones. Many people use their mobile phones to complete simple to complex phones. Mobile customer service allows businesses to reach a larger audience who don’t have access to laptops or computers. It can also help people who have access to computers to complete tasks from their mobile phones when they’re without their gadgets. Exploring different websites which have varied user interfaces that might be new to a first-time user will require the help of an expert. One commendable action is the inbuilt robot that usually pops up with messages inquiring to help people. You might have come across such messages as “Hello, I’m Anda, tell me what you need. Hi, I’m your virtual assistant, do you need any help? All these are just to make our online interaction easy. Most businesses are now insulating the act of mobile customer service. This helps them to connect more with their customers, hear their feedback, and also do a follow-up. Mobile customer service is a very important factor that must be put in place by any business that wants to thrive online and offline.
CHARACTERISTICS OF AN IDEAL CUSTOMER SERVICE
Customer service must be provided by following the 4 P’s to maintain happy customers.
Promptness: customers need to be attended to in time. Imagine wanting to get a product and you send a message inquiring about the product but you don’t get a reply till 3 days later. The probability is that you will most likely not purchase the product. Customers love when their messages are replied to as soon as due.
Politeness: good customer service must identify the concept of individual differences. The attitude and composure of customers differ, so a customer service provider must learn to manage different people. Customers love to feel respected, so, no matter how a customer shows unacceptable behavior. A customer service provider needs to have the keys to solving the customer’s concern.
Personalization: As much as customer service needs to operate on a professional level with customers, a little bit of personalization won’t be out of the way. People love when they are called by their names, It shows you care enough to know their names. However, clarifying how to properly pronounce a customer’s name is needed. When you call people by their first name, they feel more open and composed to engage you in a friendly conversation. This must be done with caution to avoid disrespect.
Professionalism: Customer service providers are seen as almighty by the customers. They are seen as solutions providers and know it. This calls for customer service providers to be up to their game, they need to be skilled in their area. Most customer service providers are experts in their field. Customers want solutions that are simple, up-to-date, and relatable.
Tips for Effective Customer Service
- Employ an active listening skill
- Use simple language instead of professional terms to communicate.
- Use friendly tone
- Show the readiness to help the customer
- Show empathy to your customers
- Have a proficient knowledge of your products and services
- Have a grip on some technical skills in your field.
Employ an active listening skill:
This is a very important skill in customer service. Hearing is different from listening. When you listen, you concentrate on every word said by a person as well as the body language. Active listening helps one to reason from the other person’s perspective. Customers love to feel heard.
Use simple language:
Even though a customer service representative has to be professional. One must understand that customers are laymen. So, when you are conversing with a customer, use simple language that they will easily understand.
Use a friendly tone:
The tone of our voice sometimes might change what we mean. Make sure to make the tone of your voice as friendly as possible.
Show the readiness to help the customer:
Your countenance must give the customer the impression that you are ready to solve his concern.
Show empathy to customers:
Putting yourself in the shoes of your customer will help you understand their pain better.
Have proficient knowledge of your products and services:
For effective customer service, you need to understand your products or services. Inability to relate with the customer’s pain concerning some of your services might be a turn off.
Have a grip of some technical skills: a little knowledge of some technical skills in your field will be an advantage to help you in your deliverability. A lot goes into satisfying customers, so, employing all relevant skills will make customers love your products or services.
