definition of customer service

The concept of Customer Service is designated as that service provided and provided by service companies or that market products, among others, to their customers to communicate directly with them. In case they need to express claims, suggestions, raise concerns about the product or service in question, request additional information, request technical service, among the main options and alternatives offered by this sector or area of ​​companies to its consumers, customers of a company should contact this service.

The success of a company will be closely linked to solving the demands of its customers

Without a doubt, The success of a company will fundamentally depend on whether its clients' demands are satisfactorily satisfied, because these are the fundamental protagonists, the most important factor that intervenes in the business game..

If, on the other hand, any company does not satisfy all the needs or demands that its clients pose to them, its future will be very, very short. Then, all efforts should be aimed at the customer, towards his satisfaction, however small, because he is the true driver of all the activities of the company, because it is useless that the product is of excellent quality, or that it has a competitive price or very well presented if there are no buyers for it.

For example, today almost all service companies and even those that produce and market products of all kinds understand this and offer their customers this means of communication.

Main channels of customer service: telephone, email, commercial offices

There are various ways through which a customer or consumer can communicate with the customer service area: by phone, these are usually free lines, that is, at no cost to the caller, and which offer a series of options for resolve doubts, complaints or suggestions. Once the desired option is selected, you will be attended by a representative of the company who will take note of the order or claim.

Another very common service path these days is to send an email that will go directly to the boxes of those who work in the customer service area. They offer the same care as the toll-free hotlines and are ideal for those who do not like to wait to be answered.

And obviously many of these companies maintain face-to-face customer service in their commercial offices to which customers or consumers can also approach to make their claim or leave their order or inquiry.

Although the two forms mentioned above, telephone and email, are the most used today, there are also clients, especially older adults, who still prefer to attend a commercial office to resolve their doubts and complaints.

Causes of customer dissatisfaction

The main causes of customer dissatisfaction include the following: unprofessional service, having treated the customer as an object, a mere number and not as a person, the service was not carried out in a good way the first time He bought it, the service was provided with terrible results, his concern was not resolved, he was treated badly politely, the price paid was higher than the agreed price, which generates mistrust.

These days then the service of Customer service is an issue and a recurring area in companies, especially in large companies, such as credit cards, or in those companies that offer a service, such as cable television, mobile telephony, among others, in Therefore, it is frequent that before any contingency in the service we must communicate with this area to seek solutions. And the answer, satisfactory or not, that we have is that we will form the image of the company or company, regardless of whether the product is good, serves us, is useful or interests us.

Companies seek solutions to the deficiencies that the sector presents

One of the main problems associated with this service, in addition to the delay in responding to clients, is the poor predisposition observed by those who work in it. Bad treatment or directly not solving the problem are the main complaints from users.

To alleviate this situation, in recent years, companies have designed surveys through which the customer can evaluate the care received. This of course helps to know if the problem or query was solved and to know if the representative did his job well.

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