Definition of Customer Service
Miscellanea / / July 04, 2021
By Florencia Ucha, in Nov. 2009
It is designated with the concept of Attention to Client to that service provided and provided by service companies or that market products, among others, to their customers to communicate directly with them. In case they need to express claims, suggestions, raise concerns about the product or service in question, request additional information, request service technical, among the main options and alternatives offered by this sector or area of companies to their consumers, the customers of a company should contact this service.
The success of a company will be closely linked to solving the demands of its customers
Without a doubt, the success of a company will fundamentally depend on the satisfaction of its clients' demands satisfactorily, because these are the fundamental protagonists, the most important factor involved in the game of bussiness.
If, on the other hand, any company does not satisfy all the needs or demands that its clients pose to them, its future will be very, very short. Then, all efforts should be aimed at the client, towards his satisfaction, no matter how small, because He is the true driver of all the activities of the company, because it is useless that the product is of Excellent
quality, or that it has a competitive price or that it is very well presented if there are no buyers for it.By case is that at present almost all service companies and even those that produce and market products of all kinds understand this and offer their customers this way from communication.
Main channels of customer service: telephone, email, commercial offices
There are many ways through which a client or consumer You can contact the customer service area: by phone, usually it is toll free, it is that is, at no cost to the caller, and that they offer a series of options to resolve doubts, complaints or suggestions. Once the desired option is selected, you will be attended by a representative of the company who will take note of the order or claim.
Another of the very common ways of attention these days is to send a email that will go directly to the boxes of those who work in the customer service area. They offer the same care as the toll-free hotlines and are ideal for those who do not like to wait to be answered.
And obviously many of these companies maintain face-to-face customer service in their commercial offices at which also customers or consumers can approach to make their claim or leave their order or consultation.
Although the two forms mentioned above, telephone and email, are the most used today, there are also clients, especially older adults, who still prefer to attend a business office to solve their doubts and claims.
Causes of customer dissatisfaction
Among the main causes of customer dissatisfaction are the following: poor service professional, having treated the customer as an object, a mere number and not as a person, the service was not carried out in a good way the first time it was bought, the service was provided with terrible results, his concern was not resolved, he was treated badly politely, the price paid was higher than the agreed, which generate distrust.
These days then the service of Customer service It is a recurring issue and area in companies, especially in large companies, such as credit cards, or well in those companies that offer a service, such as cable television, mobile telephony, among others, while it is frequent that before some contingency in the service we must communicate with this area to seek solutions. And the answer, satisfactory or not, that we have is that we will form the image of the company or company, regardless of whether the product is good, serves us, is useful or interests us.
Companies seek solutions to the deficiencies that the sector presents
One of the main problems associated with this service, in addition to the delay in responding to clients, is the poor predisposition observed by those who work in it. Bad treatment or not directly solution of the problem are the main complaints of users.
To alleviate this situation, in recent years, companies have designed surveys through which the customer can evaluate the care received. This of course helps to know if the problem or query was solved and to know if the representative did well with his work.