Good customer service and customer interaction
Features of good customer service
There are many features that represent good customer service in a business. Good customer service is based on making the customer feel welcomed and valued by a business. Good customer service is easier to demonstrate in a physical retail environment, when speaking directly to people. The main features of good customer service include:
- greeting the customer
- interacting with the customer
- identifying customer needs and wants
- encouraging feedback from the customer
- responding to feedback
Completing each of these steps will make a customer feel as though a business cares about them and their requirements, therefore they will be more likely to make a purchase and write a positive review.
Situations when businesses interact with customers
There are four main situations in which a business is likely to interact with its customers, these are: sales, queries, complaints and after-sales.
Sales are often completed either face to face or on the telephone. It is very important that sales teams are polite to customers and demonstrate an understanding of their needs.
Queries often happen before or during the time that a sale is made, employees have to demonstrate the features of good customer service. Employees must be both knowledgeable and helpful to customers.
Complaints happen when a customer or potential customer is unhappy with a product or service they have received. Businesses must be careful in responding to complaints, demonstrating excellent levels of customer service to ensure an adequate resolution can be achieved.
After-sales takes place after a product or service has been purchased. Businesses must communicate in an effective and timely manner to provide a high quality after-sales service.
