Client Service
Customer service is the service provided to the customer for his satisfaction during and after the purchase. Client service is an important part of every business organization. Let’s check in the working of them…
Managing online business requires different skills and abilities than managing a business in the ‘real world.’ Customers can easily detect the size and determine the prestige of a business when they have the ability to walk in and take a look around.
Not only do ‘real-world’ furnishings and location tell the customer what level of professionalism to expect, but "real world" personal encounters allow first impressions to be determined by how the business approaches its customer service. When a customer walks into a retail business just about anywhere in the world, that customer expects prompt and personal service, especially with regards to questions that they may have about products they wish to purchase. 
Customer service or the client service is the service provided to the customer for his satisfaction during and after the purchase. It is necessary to every business organization to understand the customer needs for value added service.
So customer data collection is essential. For this, a good customer service is important. The easiest way to lose a client is because of the poor customer service. The importance of customer service changes by product, industry and customer. Client service is an important part of every business organization. Each organization is different in its attitude towards customer service.
Customer service requires a superior quality service through a careful design and execution of a series of activities which include people, technology and processes. Good customer service starts with the design and communication between the company and the staff.
In some ways, the lack of a physical business location allows the online business some leeway that their ‘real world’ counterparts do not enjoy. Location is not important, furnishings are not an issue, and most of the visual first impression is made through the professional design of the business website.
However, one thing still remains true. Customers will make their first impressions on the customer service they encounter. Unfortunately, in online business there is no opportunity for front- line staff to make a good impression. Every interaction the customer has with the website will be their primary means of making their first impression towards the business and its client service. Good customer service in any online business is a direct result of good website design and planning.
Plan Your Website Design To Allow Customers To Easily Access A Customer Service Representative.
In planning a web business, there is often much thought given to the professional graphics and to the design of the site. Certainly, good graphics and a professional layout are extremely important to the client’s view regarding the reputation of the online business.
However, many so-called "professional" sites make it much easier to load a shopping cart and pay for the product than they do devising easy ways for an interested customer to obtain assistance with the products, payment method and delivery service. Many times customers have to roam the entire site seeking a "contact us" link.
Worse yet, many businesses fail to monitor the correspondence that they receive from their website, leaving unhappy customers to either fend for themselves or choose to buy elsewhere. Most often, if the customer cannot get the information they desire in a timely manner, they will move on to another online business and buy what they want there. Lack of instantaneous contact loses many sales. 
When planning the design of a website, or when amending the design, it is important to keep your customers’ need for contact at the forefront. The biggest difference in shopping experience between purchasing goods online and buying them at a ‘real world’ store is not the better deals which can often be found online, but rather to the dismay of most online retailers, the lack of a real world person to answer questions and assist in the buying process.
It is important that online business owners spend some time creating a customer service plan that will provide immediate, accurate and reliable answers to the customers’ questions. Once a plan is made, it is important that each and every web page have a prominent, working link that provides the customer with a timely response to their questions.
Consider Outsourcing Your Customer Service To An Online Service Provider. Many online business owners automatically think that providing ongoing and speedy access to customers’ concerns is too costly a venture to undertake. However, studies have shown that it takes ten times the advertising revenue to get ONE customer as it does to keep one that has landed on the business site. Keeping this in mind, it is far too costly not to provide quick answers that will satisfy clients.
There are many ways to provide client satisfaction and great customer service. If the business is run by just one or two people, consider enabling chat or sms functions so that the customers can speak with a representative directly.
Simply by adding a "chat" button on the website that links to a representative’s SMS or IM, the customer will feel looked after. In this case, locating freelance assistants to answer questions that may come via this route is a fairly inexpensive matter. Adding a contact service like this will not cost anything in new technologies.
Only with an efficient talent management system an organization can manage training logistics, monitor the customer, partner participation and performance, increase profits, increase product awareness and customer satisfaction. It is easy to attract customers through promotions and discounts but the business won’t be profitable, if the customer do not come back.
Customer service is for bringing the customer back and makes them happy enough to get a positive feedback. To develop a relationship with the customer is important for good customer service. But the relationship building with the customer should not be without the customer consent. Satisfied customers will talk positively about the business.
Hence mouth to mouth advertisement is an effective form of promotion. The client service which exceeds the customers’ expectations is superior customer service. Superior customer service is a major factor in getting a lion’s share of the business.
If the business is too large for one or two people to handle client services well, research online "Help" desk businesses (such as Getahelpdesk.com) which provide 24 hour, rapid assistance for online customers. Once again, the cost of such services is insignificant when compared to the business lost by poor customer service and client miscommunication. Companies or business organizations appoints customer service representatives trained for customer service.
These customer executives are responsible to ensure proper service or help and concerns received by the customers. The customer service executives should interact with the customers in order to provide information about products and services and also to handle and solve complaints or problems associated with the products.
The customer service executive should solve the complaints according to the guidelines of the business organization or the company. Customer service executives can help the customers for deciding the type of product that is best suited to their needs. The customer service executives can help the customer in completing the purchases and the transactions related to the purchase.
Good communication skills and problem solving ability are the essential skills needed for a customer care executive. Customer service executives play a vital role by standing as an intermediate between the company and the customers. There are some important factors to consider in customer service.
- Hire people or executives with a service attitude. Hire those people who enjoy serving others, their employer and even their communities.
- Every time shared with a customer should be considered as an experience.
- A customer service representative must know the happenings or changes inside the company.
- Every decision should be made keeping the customer in mind so that it is easy to make the customer approve any new business or launch.
- At every staff meeting make it a point that the customer has importance.
- Continuously improve and add value.
- The employer should encourage the employees to do the right thing.
- Create and atmosphere of excellence.
- Do things unexpected or some thing different and exciting.
- Customer should be contacted only by a trained employee.
- A welcoming environment should be created for the customers.
- Be sure that there is enough staff for customer service.
- Listen carefully to the customer and also offer enthusiastic practical help.
- Practice courtesy and respect.
- Take both positive and negative feedback for improvisation.
- Readily accessible and always available for the customer.
- Timely service.
Online business is still in its infancy, especially when compared to centuries of "real world" trading, bartering and selling which has taken place. While ‘real world’ solutions will not fit every online business concern, both types of businesses become successful only when their top priority is customer service and client satisfaction.
Internet businesses may struggle to find the best solution to close gaps in client service (such as poor response times), but new ideas and services are rapidly being developed to help online businesses succeed in their customer service aims.
By taking the time to research online service possibilities, taking advantage of developing internet technologies (such as skype) and by re-visiting the website designs frequently, online business will no doubt become better responders to their clients’ needs and customers’ satisfaction.
| By Jayashree Pakhare Published: 2/23/2008 |
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