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| Customer Calling Introduction: Have you ever thought what it would be like, if business organizations did not provide their toll-free nos or the e-mail address. How difficult and frustrating it would be to contact them in time of need. Thankfully but, lately we hardly come across any middle and large establishments without their phone nos or e-mail address. Such assistance can be called by names like Customer Care or Customer Service or Customer Support. Customer service significance: Customer service is essential because of various reasons. It helps in improving the quality of product or service offered to the customer. To survive the competition in the market, this can be a very useful tool. The interaction between the customer and the company helps in customer retention. In other words avoiding them to switch over to the rival company. Doubtlessly, one of the main aims of companies that, provides Customer service. Company Contacts made via phone and e-mail enhances the company's reputation for Customer service. It increases user’s confidence in their dealings with the company. The company thus gets an opportunity to build up its reputation and goodwill. With equal commitment, the company works to be recognized for the responsiveness and integrity of its customer’s needs. Training Training programs consists of facilitation manuals, strategies, mock round of telephonic conversation. The executives are trained to deal with customer issues. Namely to provide accurate information about the product, understanding problems faced by the client and most importantly dealing with their attitudes. Technology There are hi-tech systems in the market that unifies computer and phone systems. It automates inbound calls, streamlining service scheduling and enabling proactive customer communications. Companies invest a certain percentage of its revenue, building and developing these systems. For Clients When in doubt it’s safe to approach a Customer service executive (CSE) than do a trial and error and mess up. Even when a product gives a problem it’s advisable to talk to a CSE than to discontinue the product. Many customers have benefited from it, maybe you too would. After reporting a problem note the reference number. If your problem is not fixed within the said period, mention the reference no; the second time you call up. Generally, some people feel awkward speaking to these executives. Feel good in knowing that as a customer it’s your right to ask for guidance or solution. For Staff After all the training you will get as a CSE, it will be easier to understand what your job is all about. Although it’s seen due to the stress level CSEs don’t do full justice to their position. This can be avoided only by having a healthy working environment. It is noticed that more than the external stress executives get annoyed with the internal pressure of the organization. If they have to compete with each other on the no of phone calls or e-mails handled, it’s will be rare that the quality of the customer care will be good. The competition should be more on how many clients were satisfied than with how many clients attended. Conclusion: Many would agree, that the amount of money a Company spends on this facility is worth every penny. Whoever came out with this idea really meant business because at the end, it does seem to contribute to the Company’s turnover. ms_writy@yahoo.com |
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