Customer service acts much like the motherboard of a computer. According to Lindsey Knerl on Hp.com, the function of the motherboard is to serve as the backbone that ties the computer’s components together at one spot and allows them to talk to each other. Without the motherboard, none of the elements, such as the CPU, GPU, or hard drive, would be able to interact. The complete motherboard functionality is necessary for a computer to work well.
Customer service is the central hub of communication between the business and consumers. Your customer service representatives, whether online or in person, often serve as the first personable interaction that a consumer has with your business. The experience received by consumers from customer service professionals can affect the entire trajectory and outcome of a business-to-consumer relationship.
In understanding the importance of customer service, let’s examine some important aspects to consider.
- Person-to-Person Interaction: Over the years, the trend in many businesses has shifted to more automated strategies of customer service. Many believe this is a more efficient way to funnel clients or customers and save money, time, etc. We can all recall a time where we were placed on hold with an automated system and ended where we started at the beginning of the call leaving us with more questions than we had in the beginning. Customer service is not a one-size-fits-all model, and it is important to take a prescriptive approach to each call. Keeping a human element in the way you deliver customer service helps inspire customer loyalty and helps your business grow.
- Customers want to be heard & understood: When dealing with a challenge on a customer service call, its important that customers feel heard and understood. Its important to take the time to listen to your customers before providing your solution. Gaining a full understanding of their challenge also helps you gain insight into your business. Customers are calling with the expectation that if they speak to an agent, they are going to listen to them and gain an understanding of how they can help them. The skill of active listening, with the virtue of patience, both play a crucial role in effective communication.
- Have Knowledgable Professionals: Customer Service professionals are the first point of contact for customers, and it is important that customer service folks are both knowledgeable and equipped with the capacity to provide solutions that can help address the customer’s concern. Your customer service team is the face of your organization and it is crucial that they are experts in your business.
Customer service is the most client facing part of your business. Ensuring that your team is skilled up and ready to answer any questions clients may have is crucial.