What is Customer Service?
Customer service is about ensuring that every interaction that a customer, or even a potential customer, has with your business is memorable for all the right reasons. This means not just ensuring that their needs are taken care of, but that their expectations are exceeded at every turn.
Quality customer service starts from the moment a person comes in contact with your business, whether in-person, over the phone or via customer services online, and should extend to even after they’ve purchased your products and services.
The Benefits of Quality Customer Service
Gone are the days when businesses could get away with treating their customers poorly, not only is modern business more competitive than ever before, but consumers can air their grievances in a far more powerful, wide-reaching and damaging way. The increase of social media and internet use to evaluate business and their offerings means that customers now have a platform to review a company’s customer service practices, which can ultimately affect other potential customer’s perceptions and decisions to engage with a business.
Because of this, as well as the need to maximise in-store customer experiences, the need for employees with expert customer services skills has never been in higher demand. The benefits to a company of having well-trained customer service employees are far greater than the costs, for instance:
- 91% of unhappy customers won’t do business again if they have a bad service experience
- 86% of consumers would be willing to pay more for better service
- 70% of customers who make a complaint will continue to support a business provided their issue is resolved in a favourable manner
- 95% of unhappy customers will tell others about a negative experience
- Poor customer service costs Australian businesses an estimated $4 billion each year
Customer Service Courses
Boosting your customer service skills is easy at tafecourses.com.au, as you’ll find in-class and online programs taught by qualified professionals and designed to meet the needs of almost any business or industry.
Certificate level courses are ideal for those new to customer service, because they are designed to cover the most important aspects of the skill. For example, in a Certificate III in Customer Contact, or, a Certificate in Customer Engagement, you’ll learn how to use a broad range of communication channels, boost your organising and scheduling skills and master the art of handling customer complaints with class, grace and professionalism. These popular customer service training courses will even teach you how to anticipate problems by gathering and analysing data relating to your customers and their interactions with your business.
If you currently work in a role that involves dealing with the public or just want to give your business an edge over the competition, investing in a Diploma of Customer Service is a fantastic move. Not only will you become an expert at informing, engaging and delighting your customers through every possible touchpoint, but you’ll learn how to develop effective customer service policies that are focused on continuous improvement. Better yet, graduates will emerge with the skills to supervise, coach and inspire other members of their team. Career Prospects in Customer Service
Modern business is all about engaging with customers, relating to them and forming meaningful relationships, none of which is possible without quality customer service. Those skilled in the art of keeping customers happy can expect to find a wealth of opportunities for years to come, across every field and industry.
Is a Career in Customer Service Right for You?
To enjoy a successful career in customer service you need to have great people skills with a knack for connecting with others from a wide variety of backgrounds. You must also be genuinely interested in providing people with a high-quality experience every single time they interact with your business.
What are the customer service skills that matter the most? Each of the following should be considered as essential:
- Creative problem solving
- A friendly personality
- Attention to detail
- Active listening
- The ability to stay calm under pressure
- Clear communication
- A talent for multi-tasking
Want to take your customer service skills to the next level this year? If so, you’ll find a course to suit your needs here at tafecourses.com.au. So, what are you waiting for? Find your customer service course, sign up, and get started today!