Customer service could never be an exact science. After all, it involves dealing with human beings, whose moods can be as changeable as the Scottish weather.
If you’d like to be the best of the best, however, there are certain golden rules that can make your working life so much simpler . . . and ensure customer satisfaction is easier to achieve.
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This is my true purpose
The ultimate goal of a business is to make money but its true purpose day to day is to make its customers happy – without this, there will be no bottom line to consider at the end of the financial year.
This means customer service should always be working to please customers more than the company – so long as there are no adverse side-effects.
While you can’t please all of the people all of the time, it’s important to recognise your true purpose.
Yes, it’s always personal
It’s vital customer service professionals engage customers one-to-one, if they are to gain any meaningful dialogue – and not only create satisfaction but win long-term loyalty and repeat business.
This means offering an experience that feels bespoke, personal and addresses the customer’s own particular needs or concerns in real time.
We’re made to measure
Gathering feedback from customer service encounters is a great way to measure the real success of a company.
While many firms focus on current activity and profit margins, it’s how their goods or services are valued – or otherwise – by customers and clients that really determines the long-term health of their business.
This is why measuring customer satisfaction on the frontline is vital – and collecting feedback daily is one of the most effective ways to do this.
We don’t do giving up
There are some jobs where failure is acceptable and is often rewarded: football managers and politicians immediately spring to mind.
In customer service, however, resolving a concern, complaint or query is the only outcome that matters.
Of course, this doesn’t mean giving in to every request: that would soon bankrupt an organisation.
It means doing everything humanly possible to reach a resolution and, if that’s not feasible, ensuring the customer fully understands the reasons and, where possible, is offered alterative solutions.
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