Customer Services

Customers Services is all about looking after potential and current customers and making sure that their needs are met. This can happen before the customer transacts with the company, during the transactional process and after the transaction has been completed.

The above is known as the components of customer services and is talked about further here.

Good customer services are an essential part of a company’s strategy particularly if the company wishes to retain customers for the long-term. Customers are more likely to spend more with your firm if they are looked after well. Good customer’s services can take place in many forms. These include:

Having a visible customer services desk. Customers should be able to find customer services very easily within a retail store and this desk should always be staffed. This sends out a good impression to customers visiting the store.

Skilled staff. Staff should have the area of expertise within the section they are working within. Certainly they should know more than the average customer. This builds confidence and trust with the potential customer.

Store policies: What are the policies on product returns? Customers will feel more confident with a retail store knowing they can return the product if it develops a fault. UK firm Argos have a 14 day money back guarantee on most products that are purchased. So if consumers change their mind about the product within that period, they can return it. This policy goes beyond UK law, showing their dedication to customer service.

Phone line: If there is a phone line, customer calls should be answered within a reasonable time. Is the customer service line picked up as quickly as the firms sales line?

If your customers have any queries or complaints they should be dealt with very quickly. Any praise given to the firm should also be acknowledged and thanked, remember the customer has taken time out of their busy schedule to thank you and praise you.

Customer Services must be treated seriously. Failure to do so may result in the firm losing out to competitors and developing a bad reputation within the market.