What defines a good customer service

Customer service refers to the act of taking care of a customer, especially after purchase.

Those who work in customer service are a brand’s first point of contact—somewhat akin to a brand ambassador. They assist customers with their issues, problems, and inquiries about a brand’s products or services.

Customer service campaigns are divided into three sections: voice, non-voice, and blended campaigns.

However, what exactly counts as good customer service?

Excellent customer service for employees

Providing great customer service is of utmost importance. For customer service representatives, it’s not only because it is the biggest part of their responsibilities but also because they serve as the face of a company.

Customer service specialists act as brand ambassadors and are essential to business success. They’re the first people that customers see and reach out to whenever they have questions or issues with a product or service.

Exceptional customer service for consumers

Customers naturally expect high-quality products and services alongside excellent customer service.

If things go sideways and the customer has purchased a defective product or availed of a service that is not performing as it should, they are most likely to reach out to the customer service manager or customer service team.

One of the key customer service skills is being empathetic and making customers feel valued. Being a customer service rep is all about maintaining customer satisfaction and loyalty.

However, if the customer service representative is apathetic, unhelpful, and snobbish, customer satisfaction and loyalty naturally decrease.

Unhappy customers would turn to competitors due to poor customer service.

Good customer service for the company

Brands that deliver great customer service and address customer concerns promptly are more likely to have more satisfied customers.

Effective customer service retains loyal customers and attracts new ones. Equipped with product and service knowledge, customer service representatives are the backbone of the company.

Why good customer service is important?

Good customer service is important to any business for a plethora of reasons, but it all boils down to this: good customer service keeps customers happy.

Customer service, alongside the brand, products, and services, will make a lasting impact on both new and existing customers.

7 qualities of good customer service

Everyone in the workforce knows that upon the initial interview, most (if not all) recruiters and HR officers evaluate applicants’ soft skills.

If the role is a bit more technical, recruiters may request the applicant to go through a series of tests.

If you’re an aspiring customer service representative, take note of these qualities HR professionals are looking for.

1. Problem-solving skills

One of the keys to providing excellent customer service is being able to solve problems and assist customers through issues, inquiries, and any other concerns they may have.

A good customer service manager makes sure that the issue is resolved in a timely manner. Further, they make sure to meet customer expectations, and the consumers won’t encounter them again in the future.

2. Empathetic

One of the key customer service skills is being able to connect with your customers. Dealing with irate customers is a part of a customer service agent’s daily routine, so knowing how to empathize goes a long way.

Having empathy is a must when it comes to delivering excellent customer service. Not only does empathy make the job easier, but it’s also a great way to calm a customer down when things get heated over the phone.

3. Active listening

Active listening is an essential life skill. In and out of the office, active listening is important to be aware of situations and to engage in conversations.

Customer service representatives need to be engaged meaningfully in conversations with customers. It helps them be more proactive in:

• Addressing issues
• Resolving customer’s concerns
• Alleviating negative customer service experience

4. Strong product and service knowledge

How will you provide exceptional customer service if you have no knowledge of your product?

For customer service teams, strong product or service knowledge is extremely important.

From minor issues to escalating bigger problems, competent agents with a strong sense of self and unshakeable product knowledge are capable of tackling anything.

5. Team player

Customer interactions can take a lot out of one person, which is why teamwork and collaboration are good customer service skills to have.

Without a functioning team, it will be more difficult for support teams to serve customers and navigate through their complaints, questions, and internal issues.

6. Above-average communication skills

No matter what campaign it is (voice, non-voice, or blended), a great customer service team should have above-average communication skills.

Customer service reps must master communicating their thoughts well in all types of customer service channels. This ensures customers fully understand how to go about their problems, leading to increased customer satisfaction.

It applies not just to the customers but also to the rest of the customer service team. This is why companies provide communications training for new hires.

7. Positive attitude

Some days will be hard and will make agents count the seconds until their shift is over. Having a positive attitude will help them survive these phases.

Not only does it lift the rest of the customer service team’s morale, but their attitude will also influence customers to feel great about the service they receive.

How to handle difficult customers

To put it simply, handling a difficult customer interaction boils down to three factors:

• Listening
• Empathizing
• De-escalating

Listen beyond the discouraging words customers are saying and try to veer the conversation to the issue at hand.

Empathize with how they’re feeling. Customers are angry, confused, and frustrated because they have unresolved issues they expect you to help them with.

De-escalate the situation. Tension starts with you – stay calm, respond professionally, and do not take things personally.

Handling things professionally is key to delivering exceptional customer service and prevents loyal customers from turning away.

Outsource good customer service with MVP Asia Pacific

At the end of the day, customer service is all about providing a positive customer experience and maintaining customer loyalty. Assure them that their concerns are valid and that solutions are available.

If you need help, feel free to seek the help of external customer service providers. Employees in BPO firms like MVP Asia Pacific can manage difficult customers with smiles on their faces.