Customer service is defined as “any action you take to ensure that a customer is pleased with the transaction on a long-term basis”.
To become skilled in providing customer service, participate in Customer Service Training Course delivered by pdtraining in Wellington and many other cities in New Zealand.
This includes “after sales service”, which entails ensuring that the customer leaves the point of sale with the item that they were looking for, within the period of time that they intended to spend sourcing it, and then has no problems using it. It is easy enough to ensure a customer goes away from the point of sale with the item they had come to purchase.
Ensuring that they are happy going forward may require more care and attention, and this is where after-sales service needs to be at its highest level.
Pre-sales, after sales and point-of-sale service are all essential elements of customer service in Wellington.
- Pre-Sales includes advertisements and sub-conscious messages like the design of the storefront.
- After-Sales includes follow-up surveys, upsells and future messaging, the process of managing returns and satisfaction guarantees.
- Point of Sales includes interacting with sales staff, payment processing and packaging.
Who Are Customer Service Providers?
Given the importance of customer service, it will inevitably be the case that any company will have to place a strong focus on ensuring that the people within the business do their jobs as required. Any commercial enterprise may have several layers of staff responsibility, and the jobs done by these members may vary considerably. What they all have in common is their importance to a business lies in their ability to do what is required, and how it should be done. Just about anyone can get one of these elements right, and most will be able to do two.
Customer service providers in Wellington have to get all three.
In any business, a customer service provider is someone whose performance of their role is important to the overall result for the customer. Most customers will not care much for what happens behind the scenes in a company, so long as they are able to count on their needs being fulfilled.
It is, therefore, the focus of every member of staff to see to it that their job is done without it being necessary for urgent action to be taken. The element of customer service that most customers will notice in any given transaction is that which happens in full view – how the sales people speak to them and how their inquiry is dealt with.
But to get to that point, a number of other things also need to be done correctly.
It could be argued that every member of staff within an organisation has an element of customer service provision within their responsibilities. It may be something as simple as ensuring that stock is placed where it needs to be placed.
It may be something that appears to be entirely divorced from the sales service, such as the work of a security guard who ensures that the store is secure at all times so that everything runs smoothly. One way or another, all of these will impact on the customer experience, and getting it wrong will mean that a company is failing to provide customer service at the level that is expected of them.
Pdtraining delivers 1000’s of professional development courses each year in Wellington, Auckland, Napier, Christchurch, Hamilton, Dunedin and Tauranga, so you can be assured your training will be delivered by a qualified and experienced trainer.
All public Customer Service Training courses include am/pm tea, lunch, printed courseware and a certificate of completion. Customised courses are available upon request so please contact pdtraining on 1300 121 400 to learn more.