Today, customer care has become an indispensable element in every business, playing a strategic role that determines success or failure. And the core of maintaining and developing that department is the customer service staff. So what is a customer service staff? Who are they and what are their responsibilities?
Customer care
Customer Care These are the essential things that businesses need to do to satisfy customer needs. Serve customers anytime, anywhere to retain them and encourage repeat purchases. There are many factors that increase customer satisfaction, such as products, people, and convenience. All of these will affect the customer rating score for your business.
Depending on the nature and requirements of the job, Customer service representatives will interact with customers, handle complaints, process orders, and provide additional information about the company's products and services.
There are three main stages in customer care:
- Pre-Sales
- In sales.
- After sales
So what is a customer service representative?
Customer service representatives are the link between businesses and consumers. They help companies better understand customer needs and feedback on quality and service. Not only do they need to ensure speed when handling customer interactions, but they also help increase customer loyalty to the business and promptly resolve complaints arising in related areas.
Customer service representatives can be considered the face of the company. Customers who are satisfied with the representatives are satisfied with the service they receive.
The essential qualities of a customer service representative are attentiveness and concern for customer needs and feedback. This maintains a communicative environment and close relationships, meeting customer needs regarding products and service quality.
The work of customer service staff
Customer service representatives will be the point of contact with customers based on support from technology platforms such as social media channel management. Call Center, Contact CenterAfter receiving customer complaints or requests (such as warranty claims, delivery inquiries, etc.), customer service representatives will record and handle the complaints, then collaborate with other departments to find solutions.
At the same time, the customer service department will collaborate with the marketing, sales, and operations departments to communicate promotional programs and incentives to attract customers and increase revenue for the company. Customer service representatives are the ones who understand customer insights best because they have the opportunity to interact with customers on a regular basis.
Customer Service Representative income
Currently, the salary that companies pay to customer service representatives ranges from approximately 6 million to 15 million. This depends on the attitude, experience, capabilities, and level of the employee.
Income is usually calculated as = Base salary + Allowances + KPI.
Opportunities in Customer Service
Customer Service Customer service has always been an important and essential service for every business, whether small or large. Customer Service will determine whether customers will continue to return to buy your products. Even if the products are good, if the service quality is poor, customers will be willing to leave the business.
Therefore, when anyone decides to pursue a career in customer service, there are many opportunities for growth and increased income. A customer service representative can develop skills such as communication, listening, patience, understanding, friendliness, and responsibility. At the same time, they can advancement in one's career.
Career path
Starting from customer service representative -> Team Leader -> Deputy Customer Service Manager (DPM) -> Customer Service Manager (PM) -> Higher positions within the company.
Currently, solutions for businesses to serve customers are developing rapidly. From voice channels such as Call Centers to multi-channel interactive Contact Centers, especially with the advent of Omnichannel, customer service representatives will receive maximum support in their work. Those who are able to learn and proficiently use technology applications will have great opportunities for advancement.
Essential skills for customer service.
To excel as a customer service representative, you need to equip yourself with the following skills:
Modesty, restraint.
Always put customers first. No matter the situation, you—as a company representative—must always focus on the customer to avoid misunderstandings or conflicts with demanding customers. Know how to apologize and correct mistakes as soon as possible.
Listening, analyzing, and problem-solving skills.
Listen and provide concise answers. Customers need you to resolve their complaints quickly. Long-winded responses and delays will waste customers' time. Focus on the customer's problem and resolve it in the fastest way possible.
As someone who understands the company's services and products, customers will not want someone who knows nothing about the product to advise them. Build trust with customers through knowledge and understanding of the company's products and services. This will help the business increase revenue and satisfy customers.
Books worth reading.
Bellsystem24-Vietnam We will recommend some great books on customer service for you and your business:
- What Makes Customers Spend Money?
- Customer Psychology and the Art of 5-Star Service
- Taboos When Communicating with Customers
- The Art of Winning Over Customers
- When the Customer Speaks Up
- Those who understand their customers will sell their products.
- Don't Try to Sell, Help Customers Buy
- Difference From The Art Of Customer Management
- Customer First
- Turn Anyone Into a Customer
- …
