A company that aims to grow should not leave the customer service job to the customer service representative alone. Every member of the company should be concerned with the warfare of the customers because this is where the money comes from. Customer service is a role that comes with different duties. As such, this article examines 5 core responsibilities of the customer service department.
Attend to the concerns of the customer
At the center of the duties of the customer service department is attending to the needs of the customers. This implies that the customer service department is laden with the job of ensuring that the questions of the customers are duly attended to. In the same vein, should a customer complain about a product or service, the complaints should not be handled with levity. Customer service fits perfectly into the Pareto 20/80% rule which states that 20% smart work produces 80% results, and conversely 80% work produces 20% results. A company that puts in as little as 20% of its daily efforts into satisfying the customers can yield up to 80% results, especially if this effort is channeled towards addressing the pressing issues of the customers.
Create the FAQ
Your customers would always ask related questions. Hence, coming up with an FAQ would help devise a means to answer the questions. If you are operating chat support, uploading the answers to the FAQ would help customers find an immediate answer to their questions. Also, for customers who like to attend to their issues themselves, an FAQ would be valuable.
Take cognizance of customer service performance
Another important duty of the customer service department is taking cognizance of the customer’s behavior. Are the customers satisfied with the way their grievances are attended to? Does the customer expect some compensation from the company? What are the methods suggested by the customers in the review section? Would adopting these methods further increase customer satisfaction. Irrespective of how a company decides to treat its customer, they are essential to the company’s growth.
Also, you can get a clear picture of your customer service performance by tracking your Key Performance Indicators (KPIs). These indicators serve as insight into the strategies that are working and the ones to improve on. Â
Collect feedbacks
To know how effective your customer service method is, collecting feedback is very important. Customer feedback helps to know the aspects of your company’s service that needs to be improved on. Beyond this, positive feedback from customers can be converted into marketing tools in your next ad. People might be skeptical of your words, but when it comes to feedback from a customer, they are convinced. Â
Respond to your customers’ reviews
Customer reviews, whether good or bad should not be left unacknowledged. The best way to show your customers you acknowledge their reviews is to send a response. Beyond showing that you have seen the message, your response sent a positive message that you care about them. Acknowledging positive reviews further helps to entrench your relationship with the customers.Â
No doubt, treating your customers right should be the concern of every business that aims to grow. As such the customer service role should be the responsibility of every member of the company. The job of representing the company is the role of every member of the company irrespective of your role or position.
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