The 5 Pillars of Customer Service and How to Use Them

Consumers are increasingly at the center of negotiations. And this is one of the reasons why the experience provided needs to be as complete and personalized as possible.

Therefore, more than ever, investing in employee training and offering “outstanding” service is one of the best strategies for standing out in the market.

And here, it is worth highlighting: when we talk about customer service, we are no longer referring to that old concept of SAC, but rather to a service that has become a very important part of the success of any business.

Want proof? Our CX Trends revealed that 70% of customers are willing to spend a little more on companies that offer seamless, personalized, and integrated experiences. Need we say more?

So, continue reading this article and

Learn about the five pillars of customer service, what each one includes, and why they are important for your business.

What are the 5 pillars of customer service?
The pillars of customer service point out what Female number data cannot be missing in interactions with consumers. And the five most important points are:

put yourself in the consumer’s shoes;
commit to your client;
meet customer needs;
ensure compliance with deadlines;
exceed expectations.
1. Put yourself in the consumer’s shoes
It’s awful when, during a call, we have the feeling that we’re not being understood by the person on the other end, isn’t it?

Female number data

To prevent your company’s customers

From feeling this way, one of the most important pillars of customer service is being able to — or at least trying to — put yourself in someone COB Directory else’s shoes. Here, we’re talking about empathy .

If scripts exist, it is because they are important and must be followed. However, they should not be barriers that prevent real engagement with the customer and the agent’s ability to go above and beyond to help them .

Therefore, it is important to ensure that your customer service professionals are properly trained to listen to your customer without interrupting them, even if they are wrong.

It is also essential that the support team demonstrates empathy and genuine concern. For the situation presented by the customer, and that they are attentive to details. Customers seek solutions to their problems and will certainly be disappointed if they are unable to resolve them.

Work to ensure that your customer service team always creates. A friendly relationship and shows consumers that they are there to truly help them , and not just to serve as a complaint notebook.

This includes the need to be didactic, natural, and to explain the entire step-by-step process of what will be done to solve the issue in a sincere manner. Also remember that false promises can make the consumer experience even worse.

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