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Customer service is the direct one-on-one interaction between a consumer who does a purchase, and a representative of the company selling it. Most retailers see this direct interaction as a critical factor in order to ensure the satisfaction of the buyer and to promote the repetition business.
Even today, when a large part of customer service is handled by automated self-service systems, the option to talk to a person is considered necessary for most companies. It is an important aspect of the servant guide.
Behind the scenes in most companies are people who never meet people or greet those who buy their products. Customer service representatives are those who have direct contact with the buyers. The perceptions of the buyers of the company and the product are sometimes influenced by their experiences in dealing with this person.
For decades, companies have been looking for in many industries to reduce personnel costs by automating their processes as much as possible.
In Customer Service, many companies have led to implementing systems online and by phone, answering as many questions or dissolve so many problems or dissolve so many problems without human presence.
But in the end, there are customer service questions for which human interaction is indispensable and creates a competitive advantage.
Amazon is an example of a company that makes everything to automate a huge and complex operation. It must be given five billion packages to the doors of the customers in the light of 2018, and that's just the purchases of Prime members.
Nevertheless, Amazon offers a 24-hour customer service by phone, in addition to e-mail and live chat services.
Most most successful companies recognize how important it is to be able to offer excellent customer service. The polite and empathetic interaction with a trained customer service representative can mean the difference between loss or holding a customer.If necessary, customer service should be a one-stop process for the consumer.
Successful small business owners understand the need for good customer service instinctively. Larger companies study the deeper topic, and they have some basic conclusions on the most important components:
The average annual salary for a customer service representative in 2018 according to the Bureau of Labor Statistics.
Much is expected by customer service representatives. Payment for the job is low. The average salary in 2018 was about 33,750 US dollars according to the Bureau of Labor Statistics.
Some of the Jober expectations:
The Bureau of Labor Statistics projected the representative growth of the customer service representative at 5% between 2016 and 2026. This is close to the average for all professions.
The bad management can earn every customer service process.A pair of important tips for managers:
In recent years, studies on customer service are focused on creating the perfect online experience.
The first and hardest factor is the variety of channels. Today's customers expect them to get the service through the app or a device that you are using at the moment. This can be a mobile device or a laptop, a social media location, a text app or a live chat.
Once again, the focus is on the packaging of content and related resources designed for self-service. The increasingly demanding data analysis is also used to identify dissatisfied or with lowest engagement customers.
But as always, the most effective customer service apps have to integrate human contact, if only as the last place.
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