At Central Comm, we not only service our customers, we service our customers’ customers. If you think customer service is an important tool in your business tool belt, just imagine how critical good customer service is to Central Comm’s business. The term “customer service” can conjure up different ideas for people depending upon the industry they are in. But what does it really mean? If you read definitions online, you’ll find a number of interpretations. Some say customer service is the perception customers have of a brand based on their interactions.
What constitutes good customer service can be different from company to company, but the key characteristics of good customer service include: a rapid response time to customer requests, responding to all feedback and requests (positive or negative), self-service help documents and FAQs, a frictionless process for getting in touch with a customer support rep, a willingness to apologize and compensate for errors, empathetic solutions to problems, and helpful recommendations customers can use to learn and grow. Most of all, it’s helping our customers and their customers, to feel like they are important to us.
When customer service does not meet the customers’ expectations, that can cause a customer to swear off your product forever. These days, with online reviews, it can cause other people who are looking for a business like yours to simply pass you by because your products or service has received a poor rating.
By the same token, one exceptional experience, on the other hand, can turn your customers into a lifelong and loyal brand advocates.
Customer service involves much more than having a conversation on the phone. Responding to tickets over email, live chat, and social media are equally important communication channels for customers. While there is much overlap in the customer service skills required to do a great job, each channel also benefits from a unique approach to these skills.
Central Comm really strives to keep customers happy. Because of that some of our customers have been with us for years and years. They get to know our people and we get to know them. When there is a unique situation with their business, we are in a position to offer the kind of help that perhaps another company could not. We pride ourselves on that type of exceptional customer service.
So, what is good customer service? It’s more than just a one-time event.It’s a combination of delivering the products and services you promised, when you promised them. It’s shwoing your customer that your value their business. It’s something great companies do every day. It’s something Central Comm strives to give our customers and their customers every single day.
At your service