The basics of customer service are very simple. Provide the product or service that they are demanding in the most efficient and polite manner as possible, however there is always much more to it. Good customer service is required more now than ever especially with the ever growing competition and the increased expectation from customers.
Customers not only expect fantastic customer service, but they expect it to be very quick, personalised to them and to be accessible on multiple platforms. It’s no longer just in store and telephone. It’s email, SMS and social media. Messaging apps such as Whatsapp and Facebook messenger have started to become mainstream in assisting customers. Voice assistants such as Alexa and Siri are even expected to make an increase in the customer service area. Imagine being able to get help from a business in just a few words to Alexa?
Customers want service that is proactive, they expect their situation to be controlled. For example, If there is a problem there already needs to be a solution in place and put fourth to the customer, not having the customer complain first before they get a response they want.
A company that has excelled in Customer Service over the last few years in our view is Amazon. They don’t have it perfect, it’s rare if you find a company that does, but they certainly come very close.