Customer service is one of the most vital segments of any company. But, not everyone can agree on what it is or how to execute it well. So, let’s explore more about customer service.
What is Customer Service?
Customer service is the act of assisting and advocating for customers in their:
- product or service discovery
Also, it is the procedures that enable teams to provide excellent customer service. In other words, customer service aims to build long-term connections with customers.
The difference between today’s service and service years ago is that customers’ expectations have gone up, pushing the need for even better service. Thus, they need optimal care starting from the initial sales and until they need to seek help, post-purchase. As a result, businesses must incorporate service throughout the customer’s journey. Thus, this establishes them to look forward to growing positively.
Customer service is the cornerstone of any successful business. For instance, it is the one body that works in conjunction with all other aspects of consumer outreach. Also, it includes promotional and branding efforts. In this, customers share problems, anticipating them to get solutions for which they also seek to stay happy. That is the degree of customer service a business should provide to its clients to stand the test of time.
That is to say, the business should offer 24/7 Customer Services, resolve issues promptly or be proactive.
Different Types of Customer Services
It is critical to comprehend your consumer and their requirements. The level of customer service provided by a company determines its reputation. Many customer-centric businesses use powerful customer survey software. They perform frequent customer service surveys with their target demographic. Such software allows the company to do extensive research. It utilizes advanced analytics to help them become customer-focused.
Different clients expect various levels of help from a company. We can divide customer services into five types:
- Help for potential customers
Potential customers are individuals who have expressed interest in products/services. They have provided contact information on the company’s site, the sales support team etc.
These potential consumers will make up the initial layer of a sales funnel. So, they will need ongoing support to get converted into buyers. For example, the sales team might help them set up their online account, or help them find products.
- Onboard new customers
Customers who have purchased a product or service before but do not know how it works fall under this category. That’s when a customer care staff enters the scene, ready to give any extra information needed. Offering prompt customer care and support ensures these consumers become regular purchasers.
- Guiding to impulsive customers
If products and services are well-explained to these customers, they will make an instant purchase. It is easy to persuade people to buy something. But the purchasing process must be well-defined, simple, and speedy. It’s best to have exact information and as few clicks as possible while making a transaction. For example, when an impulsive customer gets stuck, offer them instant support. It is better to clarify their inquiries in a short time.
- Helping customers looking for discounts
These customers would never buy something at the price listed. At any given price, people will always search for something more significant in a product or service. If they’ve earlier purchased at a deal, likely, they won’t buy the items if there are no discounts.
Customer service representatives must add value to items for customers to buy them. Offer help in the form of promo vouchers or other advantages.
- Supporting the loyal customers
These clients are a reliable source of referrals. They will ensure they buy the same products and services from the same company. In this way, they will make significant contributions to the company. Also, they will tell their friends and relatives about these items and services. Talk to these consumers to learn what they think about the company’s products and services.
CS as a Career Option
Customer service is an excellent sector to go forward with. Now, it is more critical for businesses to have a customer-centric mentality.
Customer service and customer support have become essential responsibilities. They do not cater to just one sector. They are important in almost every industry. As a result, a profession in customer service is becoming popular. Likewise, it is something that corporations and employers must address as their businesses expand.
You might question if you can compete for service and support jobs in the job market. Customer service needs a set of experiences, abilities, and knowledge to be effective.
Recruiters and hiring managers may search for the following qualities:
Soft Skills for Customer Service
- Good Communication
- Excellent Listening Skills
- Resolving Conflicts
Hard Skills for Customer Service
- Documentation Skills
- Product Knowledge
- CRM Experience
- Persuasive Writing
Career Growth in Customer Service
Representative or Associate (Entry-Level)
Customer service representatives are on the front lines. That is to say, they answer queries and react to concerns.
Specialists work one-on-one with clients as well. But they may need specialized knowledge that allows them to handle issues.
Team Leads (Mid-Level or Managerial)
Team leads oversee individual contributors to the group. Also, they deal with their book of clients.
Managing Director (Managerial)
Managers help an entire team or department. For instance, it includes training, goal-setting, and increasing operational efficiency at a macro-level.
Whatever your interests are, the possibilities are limitless in Customer Service. You might work in people’s leadership positions or assist in the training of new agents.
Ok, I like Customer Service.
Should I give a sh*t about which industry to work for?
It’s tough not to, here are 2 reasons why –
- It’s what you’ll be living and breathing during your professional life (~160-hours every month – thats like binge watching all 236 episodes of Friends , twice – That long!)
- Industry expertise matters – 8/10 professionals agree switching industries is pain in the a*s
Have a sneak peek at these google searches around industry switching –
I hope you are able to get an idea of what I am trying to highlight –
Choosing the right industry will solve 80% of your future career problems while others will still be figuring out why they hate going to work so much.
Top 3 Industries for CS
Other important industries –