This article is based on Customer Service as a fundamental part of any organization, small, medium and large companies must make considerable efforts to serve the customer effectively and efficiently.
Let us remember that this is the raison d'être of the organization. Thus, the company that wants to consolidate optimal customer service must prepare in four main areas:
1. Comprehensive communication,
2. Client psychology,
3. Complaint handling and
4. Image.
The client, more than a buyer, is an ally of the organization that provides us with benefits in the short and long term, since on the recommendation of this one, the multiplication of current and potential buyers largely depends.
Customer Service is a fundamental part of any organization, small, medium and large companies must make considerable efforts to serve the customer effectively and efficiently. Let us remember that this is the raison d'être of the organization.
In this sense, when the company prepares to provide a service, defined by Kotler (2006) as: “Any essentially intangible action or commitment that one party offers to another, without the transfer of ownership. The provision of services may or may not be linked to physical products ”. (p.402), which is intangible but whose purpose is to serve the customer, is because it is willing to relate positively with its buyers and respond to their needs. Thus, the company that wants to consolidate optimal customer service must prepare in four main areas:
1. Comprehensive communication: Communication is a process where you can measure the level of preparation that staff have to offer products and services. When staff communicate inappropriately internally, this is palpable by the customer, swearing at a coworker in front of the customer, or addressing the customer with a nickname or nickname, in most cases leaves a lousy picture of what which is the company and the staff, remember that whenever we are being served in a company, business, restaurant, among others, the people who provide the service are part of the organization for us, so if the staff does not have a culture of service we will be offering very poor attention to consumers or users. As for external communication,We must make the staff who offer customer service an open person, ready to listen to complaints, claims and doubts, to provide effective solutions that meet customer expectations.
Another important aspect is the ability to offer effective communication, which is given by the ability to achieve the desired or expected effect when establishing direct interaction, in writing, by email, or by phone, and also to provide affective communication, understood this as a process where information is managed based on emotions, hence, if you are in a bad mood, do not show it to the client, try to be attentive, provide affection with a smile or simply say "Good afternoon", "Have a happy day", the affection is very noticeable, especially when services are offered. It is for this reason that internal communication (within the organization) and external (with customers) must be handled very well in order to establish a link with the customer that will allow us to have satisfied buyers,maintain them and attract new consumers or users for our products and services.
2. Client psychology: Knowing the client is necessary, trying to know what their needs are, in order to provide an adequate solution is the main basis of client psychology, personality has an important relevance when establishing a relationship with the client. Kotler (2006), defines personality as: “The set of distinctive psychological characteristics that make a person respond to environmental stimuli in a relatively constant and lasting way. Personality is described in terms of traits such as self-confidence, self-control, autonomy, kindness, sociability, and adaptability. ” (p.182).
In this sense, if you are in charge of caring for many people, try to understand her, greet her kindly, ask her name, and most importantly, try to help her as much as possible, based on each person's personal needs.
3. Complaint handling: Handling complaints and claims is one of the most difficult aspects of customer service, since these concepts are almost always related to a disagreement or dissatisfaction on the part of the buyers. It is necessary to take into account effective strategies for the resolution of complaints, in this sense, when managing complaints, an outline must be made of what are the most common dissatisfactions that clients present, in order to minimize them. In the same way, trying to consider all the variables that generate the complaint, from an objective perspective, in this way methods can be established to provide solutions and that the fact that generates the annoyance “does not happen again”. It is recommended to have a database that records the number of complaints and claims,as a factor in measuring the quality of service and customer service being provided.
4. Image: The image, although it seems to be distant from the concept of service and customer care, is highly linked, since clients directly perceive the physical characteristics of the premises or area where the service is provided, as well as the In this regard, it is necessary to maintain certain characteristics of hygiene, personal presence, clothing, in order to show neatness and a pleasant appearance in front of customers.
The client, more than a buyer, is an ally of the organization that provides us with benefits in the short and long term, since on the recommendation of this, the multiplication of current and potential buyers depends, to a large extent, to manage Efficient customer relations will ensure the growth of the company in the market.
