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Customer service can be defined as the advice or assistance an organization gives to individuals who sell or buy its products. This entails reliability, attitude, accountability, knowledge, skills, communication, and efficiency (Melander, 2018). These services help customers to have an enjoyable and comfortable experience with the company; therefore, build trust and loyalty. Offering satisfactory aid to clients helps an organization attract new customers and retain the existing ones, resulting in the businesss growth.
Internal customer service is the aid given to employees by the organization or another person within the business. These interactions involve two or more team members and do not deal directly with the customers (Melander, 2018). An employees interaction with supervisors and co-workers significantly impacts the teams effectiveness. For example, Melander (2018) explains that a workers value dramatically increases when they help their colleagues to accomplish certain goals. I provide reasonable internal assistance to my colleagues through developing a positive attitude towards them and the company. I also listen to the concerns and challenges of my co-worker and assist them to solve problems efficiently and quickly. I ensure that I am always accessible by answering phone calls and sending back messages from my co-workers. Honesty is crucial in organizations; therefore, I practice it by taking responsibility when mistakes occur. I deliver what I promised at the right time to increases reliability and trust with other employees and the company.
External customers service is the help offered to clients who buy products in an organization. Different companies have varying methods of assisting and satisfying their customers. Organizations such as Amazon have been ranked among businesses with exceptional assistance to clients (Goel et al., 2020). The United States based technology company ensures that customers can access goods and services anytime of the day or night. This is made possible because the organization has a call center where clients can order items, give reviews or raise concerns. For example, Goel et al. (2020) explains that the company allows clients to cancel a service or return previously bought items. Additionally, blogs, product reviews and chat rooms are also available which help customers receive immediate access to essential information from different people (Goel et al., 2020). As a result, customers feel valued and appreciated, build trust and loyalty with the company.
Social media has significantly transformed the customer service face and interaction with a product and the business. Melander (2018) explains that organizations have started to focus on many channels such as Facebook, Instagram, Youtube, or Twitter to serve their clients and attract potential ones; therefore, company-client engagement has been enhanced. Additionally, companies that use social media to interact with their clients have created a positive image as a brand that cares for its customers.
An organization struggling with online client assistance can implement various measures to ensure customer satisfaction and improve growth. Asking for feedback from clients helps the company to determine the areas that need improvement. The business can also offer skype options instead of filling in contact forms and give detailed information about the product. The company should also provide valuable follow-up, such as ensuring a problem is effectively solved, invest in quality site search and actively listen to clients. Moreover, the organizations should be available to customers and listen to their concerns. Therefore, excellent client service builds trust and increases their loyalty resulting in productivity.
Reference
Melander, L. (2018). Customer and supplier collaboration in green product innovation: External and internal capabilities. Business Strategy and the Environment, 27(6), 677-693.
Goel, P., Verma, P., Al Mutairi, Q., Bhardwaj, R., & Tyagi, S. (2020). Customer experiences, expectations and satisfaction level towards services provided by Amazon. International journal of Tourism and hospitality in Asia Pasific, 3(1), 89-101.
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