Customer Service Training Kit (1)

Training Kit on Customer Service

Customer service is the process of meeting customers' needs and ensuring a service of excellent quality that takes you to customer satisfaction, and not only serving the customer but also meeting the customer's need.

Customer satisfaction is considered one of the most important fundamentals for retaining a company's, institution's or any other entity's own customers, and a satisfied customer will then attract new customers to you as a result of the distinguished service. A customer service employee must be certain that the company or institution they work for is not concerned only with financial profit for a certain number of years; rather, most global companies look forward to gaining many customers and attracting them as a result of the service provided to customers, and to retaining them.

Behaviours of a Professional Customer Service Provider

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Speed of Response

Studies indicate that customer satisfaction depends to a great extent on the speed of the company's response, and conversely, dissatisfaction also reflects slowness in response.

It is therefore recommended to improve communication channels with the customer, and to use the easiest means that reaches the customer quickly with the customer service department.

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Accuracy in Providing Information

Providing the customer with correct information increases their sense of satisfaction with your products or services, and the opposite is also true: when incorrect information is provided, or information that does not contribute to solving their problem, you lead them by the hand towards a feeling of dissatisfaction, and they may not deal with you again in the future.

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Transparency in Dealing

You must be honest with your customers in order to build trust between you and them.

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Customer Accessibility

Here we must ask: how many steps does the customer have to take in order to get an answer to their question? What are the available communication channels that are most comfortable and easy for the customer?

Customer Effort Score (CES) is used to measure and reduce the effort involved in obtaining services and products.

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Friendliness and Respect in Dealing

The customer feels that they are important when they are dealt with in a humane manner, and when they feel that you genuinely want to help them get a better experience from your product, your relationship with them becomes more open and affectionate. As for the era of treating customers as competitors, where you must take a step towards them before they move, it is no longer relevant.

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Use of Technology

It helps you achieve efficiency in dealing with your customers at the lowest possible cost, as the use of modern technology helps you cover peak times quickly and with high accuracy.