Sales and customer service

Summary

Customer service allows us to learn more about the change in consumer tastes and preferences by having a direct relationship, using tools such as web pages, among others. The concept of the targeted market must be defined to know what instruments should be used and thus the company reaches its expected sales.

The importance of sales in companies

introduction

In this essay the definition of customer service is focused on, as well as the different types of service that are given to the customer and the elements that must be fulfilled when providing good service.

Publicize the benefits for the company when giving a good service and, on the contrary, what consequences occur when giving a bad service.

2. Background

In history, customer service consisted of selling a product, but over time the services have to evolve, the customer has more knowledge about the product, which makes sales difficult to execute. But thanks to technology, customer service becomes friendlier, they help them make purchasing decisions, helping the company in the same way to choose its customer service strategies.

3. Development

"It is the set of interrelated activities offered by a supplier in order for the customer to obtain the product at the right time and place and ensure its correct use." (Rivassanti.net)

Customer service is not just delivering a product, but having a direct or indirect communication with the customer.

The types of systems that exist for client-company communication are:

Communication via online. Chat on web pages or create sections on the same web page with frequently asked questions Telephone calls with a system that classifies them for the best response that can be given to the client Complaints box: it is a traditional way in which there is a direct relationship with the client. Warranty visits: these visits are made by supervisors to qualify how they sold to the client as well as the product complies with what is promised, which in case of not fulfilling them the supervisor agrees to resolve them.

But what is customer service useful for in two ways:

The first is a good service guaranteeing that the customer returns, the second offering a bad service avoiding the purchase of a wonderful product.

Which leads us to provide customer service, there are three fundamental elements in the sales process:

The human factor: knowing the client and interacting with him; pay more attention to it than the sale itself. The best publicity will be customer satisfaction. The product: get to know it in depth, as well as the products or services of the competition. Communication: welcome, listen, understand and express oneself with Poor Clares. What you should always do is look for enough flexibility that allows you to adapt to each client while maintaining your own personal style. Act as you are, naturally, sincerely and trying to use the techniques that you discover. (Sastre, 2012, p. 238)

With the help of the previous elements and with the help of all areas of the company, the goal of the company that seeks to capture a market in which they can squeeze all the potential is achieved. Creating a value to the products, that is, that the product is significant for the customer.

The above is known as sales strategies but related to customer service would be the steps to follow to provide good service.

4. Conclusion

Customer service is not only about selling a product, but also about logistics, the customer is now smarter and has knowledge of the products, so in turn the company has to choose its customer service strategies very well.

A customer with good service returns to buy, recommends the store with his acquaintances, but a customer who receives poor service causes 10 or 15 people to leave and these in turn recommend their acquaintances, losing a large part of the market.