Customer support is an array of services to help customers in making correct and cost effective use of their product. It entails assistance in planning, deployment, training, fixing, troubleshooting, upgrading, disposal, and proper maintenance of a given product. Many companies provide the service at no extra charge, while others charge a fee. However, all of them offer the same basic services.
There are countless examples of excellent customer service that can be attributed to companies that employ this practice on a regular basis. For instance, Verizon offers its FiOS Internet service to customers for free with an agreement of up to 12 months. Its FiOS TV package also provides television programming for free along with the basic Internet service. In addition, Verizon also offers free video on demand services, free off site data, free roaming on mobile devices, free home phone calls, and free wireless devices such as laptops and cellular phones.
The practice of giving excellent customer service has also been credited with creating a positive brand recall for products or services. An example of great customer service is when customers are given the opportunity to contact the company to report a problem. If the problem cannot be resolved in the specified time frame, then the customer is offered to contact the customer service department to obtain instructions on how to contact the manufacturer. This enables the customers to have a voice of reason when it comes to issues that may cause inconvenience to other customers.
Good customer service is not limited to just telephone calls. Excellent customer service is experienced when the customers are given the option to send a mail or call the company for a solution. When consumers are provided with the opportunity to contact the company for a solution, they do not simply terminate the relationship without having any type of meaningful exchange of information. This gives the company an opportunity to learn more about what the customer has to say and may even lead to a deeper relationship. In addition, good customer service agents are skilled at navigating through the complexities of the business to help the client better understand what the product or service is all about.
On the other hand, bad customer service can occur when a company fails to provide an effective solution to a problem and leaves the consumer to feel like an unwanted telemarketer. When customers feel like a telemarketer is hounding them day after day, they will eventually lose their voice to these companies. When customers are given the opportunity to call the company and solve their problem, they usually do so because they were given an extension to speak to one of the customer service agents. However, when this extension is not made available, the customers are left feeling like no one wants to hear from them.
To counter this issue, some companies have gone on record to state that they will make every effort to provide excellent customer service through Live Chat Support. Although some companies may shy away from such aggressive marketing tactics, it is a tactic that is becoming more common in the modern era. When customers have the opportunity to voice their opinion or question, they will usually do so, as long as the customer is given the opportunity to remain anonymous. Therefore, giving consumers the opportunity to talk to a live representative is not only beneficial for the customer, but also for the company. Without Live Chat Support, the company is liable for any negative feedback, which will ultimately result in the loss of sales. Therefore, if you want your company to be considered one of the best in the industry, do not hesitate to implement a strategy that will provide excellent customer service.