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Customer Service Today

images (31)Technology has transformed the Customer Service industry and increased the number of ways that a customer can contact a company. Call customer service number if you would like our friendly agents to help you resolve an issue. This means that customers have more freedom and can feel more in control. Customer Service essentially is all about building and maintaining relationships. The introduction of social media sites like Facebook, Twitter and Google + allows customers to get help, give feedback and share their experiences with family and friends. Customer Service Representatives can also help build relationships by tailoring certain products and services to a customer’s needs. This can be done by building a profile of the customer by gathering information, then telling them about products or services that would suit them. This can help both the company and the customer by promoting certain products or services and making the customer aware of them. It can also help the customer find solutions by sharing new information and explaining how everything works. A good website also helps the customer help themselves. The website is often the first place that someone will look for help with their query. If it provides easily searchable information then self-service can be a very cost effective solution for businesses. If the customer cannot get what they find on the website, then telephone or email is usually the next step they take. Call centres are becoming one of the biggest industries and each endeavour to provide the customers with the best service. Over the telephone it is important to watch the tone of voice when talking to customers as this is the only indication of intention behind the words as there are no visual clues. The Customer Service Representatives a images (30)re encouraged to empathise with the customer so that they know they are talking to a human. They are also encouraged to try to resolve the query themselves so that the customer is not being passed around to different departments and only has to speak to one person. They also have to have a great deal of product knowledge and to keep up to date with the latest changes. Complaints have to be dealt with in a timely manner and there are often guidelines in place to make sure that this is done fairly. There have been studies that have shown that customers will view a company more favourably if they have had a complaint that has been dealt with effectively than if they had never had a complaint at all.