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All of us expect that when buying a product or service, we will have a good experience. Good customer service can make a difference in getting this. Since customers are free to choose to go elsewhere when buying a product or service, the support offered to them is important. Making sure that a good customer service is in place is essential for any business whatever its size. Having it in place means that they have an advantage over their competitors.
What is Customer Service?
When you ask people what customer service is, you may get more than one answer depending on whom you speak too. Equally the answer will differ based on whether you are asking a business or a customer. What is clear though is that customer service is all about getting help relating to the purchase of a product or service. For the client, that help is about finding a solution to an issue they might have with the product or service. For the business, customer service is about making sure that the client gets the help they need and has a positive experience in resolving any issues. If the customer is happy, they are more likely to remain loyal and stay with the business. It also means that a company is more likely to succeed.
Why contact customer service?
Customer service is not about making a complaint. While it might be an outcome, it is not necessarily the start. If you find that you need to complain then, it is usually the result of poor customer service. That said there are many reasons for contacting customer services. These can include some of the following:
- Getting a quote for a service, for example, an insurance quote on your car.
- Making a claim for a benefit.
- Finding out how to order a spare part for a product.
- Making enquiries about a bill or how to pay it.
- Getting help with a faulty product or service.
Contact customer service can be by telephone, email, letter, social media or being able to look up an answer on a company’s website. Customer service is there to answer any questions you have or deal with any issues with a product or service, so it is important to get in touch. One reason for this is that your issue might be something that has the potential to affect others. Another reason is that good customer service means that you receive the help you want. There are benefits also for the business. For the business, customer service can help them to succeed as they learn from what customers are telling them when they make contact.
What to do if you have an issue
If you have a problem with a product or service, it is important that you make contact with the customer service department as soon as possible. The reason for this is that there might, for example, be a time limit that applies to getting help. When you contact customer services, especially by telephone, it important to keep notes. Ideally, you should keep a note of the following points:
- The time and date of your call.
- How long your call lasted.
- Which department you were put through too.
- Who you spoke too.
- What was agreed, or not, on the call.
If you are not able to resolve an issue, you might need to complain to the company. Keeping a note of any call you make or email you send is important. Your notes may help provide evidence at a later date if you need to complain. If you decide to complain, then details of a company’s complaint process should be on their website. It is important to read this to see what other steps, if any, you might need to follow.
In today’s competitive world many companies offer similar products and services. If these companies do not provide their customers with a good service, then people may decide to look elsewhere. If you need help or have questions about a product or service or you are not receiving the level of service expected then it is important to contact customer service department.