When it comes to high-quality customer service, companies can not afford to be skimpy. One of the things that keep businesses alive and thriving is the way that they treat their customers. When people feel as if they are getting cheated, or not taken care of they tend to look elsewhere for places to spend their money. Customer care is a vital part of successful business practices.
Customer Care Meaning
Some businesses may feel the need to state that the “customer is always right.” However, sometimes the customer can be disrespectful and aggressive. The world is full of regular people who are angry with the way their life is going so they take it out on the person working behind the counter or answering the phones.
Caring for a customer that is toxic or mean is not an easy task, however, if they are that much of a jerk they move from being a customer to being a threat to the company. Customer care service means that the customer is being cared for in a way that is beneficial to them – and the company.
Although there can be difficult customers at times, in many cases they have needs that they want met. Some of them may be in fear of circumstances, or they may have some issues going on in their lives that are very unpleasant.
Customer care means:
- Care for the customer’s needs
- Help the customer with their order
- Communicate with the customer
- Solve problems for the customer
Caring for the customer does not mean that they should be allowed to be disrespectful or cruel to the person trying to serve them. It means that the customer should be attended to and cared for within the boundaries specified by the company.
Why Customer Care Matters
Customers come to an establishment to have a certain need met. Whether it is because they want to purchase a purse or get a paint job done on their home they are paying money for something that they want.
When a company offers an extra layer of customer service the customer feels as if they are being heard and taken seriously.
When a customer that is willing to pay top dollar for a product or service has a hard time getting answers about what they are paying for they feel like they are not valued and begin to wonder if they would be treated better elsewhere.
True customer care is an art that makes customers feel like they are not only getting their needs met but that they are valued as well.
Inbound Customer Care
Companies that provide a customer service phone number for people to call when they are having issues need to have a customer care team that is available during the hours of support. People generally do not like having conversations with automated customer service rep software, so it is good practice to have a human being for them to talk to when they have questions.
One of the key elements for superb customer care is when the customer care reps know what they are talking about. Whether you have your own built-in customer care department, or you outsource your customer care needs through a third party, the reps need to know the ins and outs of the business.
Of course, not all reps will know everything there is to know regarding every situation that could arise within the business, but, if they are polite and smooth enough to transfer tough questions to a higher level of care they will not be likely to offend the customer.
With inbound customer care centers people will call in with:
- Technology issues
- Questions about insurance coverage
- Questions about medications
- Questions about their service packages
Since every type of business will have its own set of issues depending on the type of business, the reasons why a customer would call for support will vary dramatically. The main point is that they will be calling and that a customer care representative will be available for them to talk to.
Internet companies get tons of calls from customers that have issues varying from connection problems to faulty equipment. The customer care department should have access to the tools that are available to them in order to diagnose certain issues.
Some companies don’t bother with answering the phones. Instead, they have a software application that asks for the customer callback number then assigns a customer care rep to give the customer a callback.
The methodology of the customer care structure does not have to be the same for every business, whatever works best for that particular entity will be a great way to connect with customers and deliver the care that they are seeking.
The Customer Experience
It is not uncommon that when a customer calls for support that they are already frustrated with whatever issue that they have going on. A customer care expert will be able to remain calm and unoffensive as the customer describes the issue that they are concerned about.
The key to providing a great customer experience is to allow the customer to feel as if they are being helped. If they are overwhelmed with a problem, great customer care will take the burden off of them and hel[p them to solve the issue calmly.
The first thing that a customer wants to hear when they call in is a friendly voice that sounds willing to help. The last thing they want to hear is a cold, confrontational voice that is hurried and rushed.
When the customer calls in and they are greeted with a friendly voice, then allowed to explain the reason for their call they tend to be more at ease and less apt to argue. The one thing to remember is that most of them are paying money for a service and they deserve to get what they are paying for.
Setting Boundaries
Not every customer that calls in will be a helpless, innocent person in distress. Some of them will want to not pay a legitimate fee on their bill, or they want to deny something that they owe money for. Since businesses that handle monthly bills, fees, and other recurring charges the smart ones will keep records of every charge that is presented to the customer along with why it is there and the amount owed.
When a customer calls to challenge a charge they won’t always be nice about it. A customer care rep will be able to access the bill in question and explain why the charges are there. There is a fine line between caring for a customer and allowing them to take advantage. Great customer care consists of the care rep being polite, direct, and aware of the situation.
Whatever the company policy is regarding overcharges, or unpaid bills the customer care rep will be able to determine the channel of communication the customer will need to go through in order to rectify the situation.
Customers get the services and goods that they pay for, nothing less…and nothing more. When the customer starts demanding service that they do not pay for it is good practice to remind them of their plan of service and their options to upgrade.
The Art of Customer Care
A great customer care rep will be able to balance between being friendly and being stern. One of the key elements of being a good customer care rep is to actually like people. Customer care is much more effective when the people that are providing it actually care about the people that they are working with.
