Some people think customer service is just about asking the customers what they want, then giving it to them. Well, that's not really how it works. Customer service may be more than just a job for some people but there are many jobs that need to be done in order for your company to stay afloat and profitable.
I bet most of you immediately knew what customer service is. For the few that don't know, I will explain. Customer service is a department or team (depending on how big your company is) that deals with customers who have questions, complaints or feedback regarding certain aspects of your business like products, services, delivery of packages, and so on. Customer service does more than just dealing with unhappy people though! They are also there to ensure customers feel satisfied when using your product or service. If they aren't then it counts as feedback for customer service and they can use this feedback to improve their methods in order to make sure everyone has a good experience with your company! Some good examples would be Apple Inc. (of course), Zappos, Amazon, and others.
It is rather to say why customer service isn't important in business. It's not just about your customers being satisfied with what they receive or their interactions with your company, it is also a way to improve your company's image and make sure that people know what they can expect from working with you. This is why companies like Tesla Motors invest so much into hiring the best and most effective customer service teams available; their goal is to make everyone who has ever purchased one of their products feels taken care of, thus creating more loyalty from existing customers as well as attracting more new ones!
When it comes to customer service, you will have to focus on many different areas of your life if you want to be successful. One of the most important skills is effective communication and listening- this means not just knowing how to talk, but also figuring out how to listen in a way that shows that you truly care about what the other person has to say. Furthermore, good social interaction skills are necessary as well if you want customers to feel like they can trust and confide in them. Depending on what kind of business you are running and what the specific job requirements are, there might also be additional tools (e.g., sales-related) or knowledge (e.g., law-related) that might come into play for certain; accordingly, it's important for every company that works person who knows how to manage their social media accounts. Some with people to carefully consider which kind of skills they are looking for in their employees, and how those skills should be best put into practice. Another important thing about having a social media presence is that it's an opportunity for your company to have its own "voice" that can help you stand out from the crowd; as opposed to just being another faceless corporate entity, by using storytelling-based methods (more on this below) you can actually give your business a personality that will hopefully attract more customers. If you want more information on this particular subject, check out our article here.
The most effective and useful customer service trends are those that make it easier for customers to contact your business; as this is the whole point of having a social media presence. Having an "online customer service" also makes it a lot easier for companies, as there's less pressure on them when fielding messages from customers, which can be especially useful if they're particularly busy in real life. Another important factor here will be how quickly you respond to messages- one survey of nearly 1,000 users found that more than half would give up on a conversation with a company if they didn't receive a reply within 6 hours (that's actually quite quick) and 25% would never buy from that company again after receiving bad customer service.
Customer service is one of those jobs where you don't get to decide who you will be serving, as they are the ones who are contacting you and not the other way around. However, this doesn't mean that there aren't things you can change about yourself so that it's easier to provide great customer service. First off, it helps if your customer service software comes with features that make it easy for both parties involved- whether it prompts or templates to prevent confusion or simply having an auto-reply feature in case something happens and you haven't gotten around to replying yet. It might also help if your job title was… less generic than "customer service representative" because these titles tend to do a terrible job of explaining some cases that would require a deviation from just the typical "How may I help you?" or maybe in some cases, not at all. A customer service representative is a very broad term that covers a wide range of jobs which means for each job title there are many different things they may be asked to do.