The service is "Any activity or benefit that one party can offer to another, and that is essentially intangible and does not result from the ownership of something" (Kotler & Armstrong). Service is the engine of the economy, generates profits and today is a comparative advantage for any business.
But what is offering customer service? It is offering the correct products and services as well as answering questions, fixing problems and solving any deadlock as well as following up.
In Mexico we still do not have the culture of offering customer service or it is not taken into account, since for many businesses the main thing is not the customer but themselves and what is convenient for them, but this should not be the case but the opposite. 55% of Mexican consumers prefer a product or a service for the quality of customer service and less than 33% make the choice for the price.
According to a study carried out by the 2013 Friedman index, the level of customer service or attention in Mexico was disapproved, revealing that the consumer satisfies their basic needs in an average purchase but without enjoying an experience that generates value and confidence. The average rating obtained at the points of sale of 45 companies was 58.24 out of 100 points.
Being the 10 businesses with the best level of attention:
- Steren 83.72Farmacias Derma 79.13Men´s Factory 77.57Palacio de Hierro 77.31Sears 75.46Maskota 74.96Iusacell 74.81Devlyn 74.69Scappino 74.6Interceramic 74.09
The worst evaluated were:
36. Shasa 45.98
37. Coppel 45.19
38. André Badi 43.81
39. Levi's 43.35
40. Liz Minelli 41.89
41. Telefónica Movistar 41.52
42. Mixup 41.5
43. Office Max 41.41
44. Ferrioni 37.65
45. Porrúa Bookstore 32.19
Therefore, offering customer service is not only giving attention to the people who are buying, consuming or using a product or service, it is also obtaining loyalty on their part, in addition to having very positive impacts on sales and this Customer service can be a huge differentiator from the competition.
It is very important that all company employees have knowledge about dealing with customers and the importance of service, so it is very good that everyone has basic knowledge of the entire business, they must have developed communication skills, have the ability to solve problems, in addition to having attitude, motivation and empathy always dazzling, pleasing, satisfying and not disappointing each one of the clients.
The most important aspects that are considered in good customer service are quality, after-sales service, reliability, efficiency, professionalism, price and speed.
In addition to the previous points, the most important thing is to know that the customer is the most important person in our business, since he has expectations of the product and experiences, he lives the purchase process and the result, in addition to evaluating the service and the product and with this you decide whether to buy from us again or not.
5 keys to offering customer service:
- Reliability Empathy Sensitivity Competent Evident
In addition, it is extremely important to listen to our clients' requests, suggestions and never overlook any problem or complaint, always listening with full attention, with an open mind, asking questions, understanding the problem without making excuses, making an action plan. and always thanking.
Not having good customer service is a great area of opportunity for any business from the smallest to the largest, since not only is it enough to sell our product or service but to give attention to our customer who is the person most important and in which we must focus to solve all their needs and desires as long as they are loyal to our brand and with this obtain great benefits in our business.
Sources
- The Friedman Group Mexico 2013.
