(Tiểu luận) the importance and characteristic ofcustomer support service

TRƯỜNG ĐẠI HỌC THƯƠNG MẠI KHOA TIẾNG ANH -ba&ba - The importance and characteristic of customer support service Nhóm thực : Nhóm 05 Giảng viên hướng dẫn : Phạm Quang Trúc Tên học phần : Tiếng Anh thương mại 1.1 Lớp học phần : ENPR4811 Khoá học : 2022 – 2026 Hà Nội - 2023 CONTENTS I Definition of customer support service II Importance of customer support service 2.1 Boost customer retention: 2.2 Proactively address customer issues 2.3 Build work relationships with customers: 2.4 Gives competitive advantages .7 2.5 Great customer service reduces customer churn, keeping customers around .7 III Characteristics of customer support service .7 3.1 Accessibility and responsiveness 3.2 Knowledge and expertise .8 3.3 Analytical Thinking and Troubleshooting Skills 3.4 Offering Effective Solutions and Follow-up IV Strategies to Improve Customer Support Service .9 4.1 Continuous training and development support agents 4.1.1 Advanced technical training 4.1.2 Problem- solving and critical thinking 4.1.3 Cross-functional training opportunities .10 4.2 Implementing self- service options 10 4.2.1 Continuous improvement and updates 10 4.2.2 AI-powered chatbots 10 4.2.3 Promote self-service adoption .10 4.3 Gathering and analyzing customer feedback .10 4.4 Integrating technology for streamlined support processes 11 V Conclusion .12 WHY DO WE CHOOSE THIS TOPIC ? In this technological advanced age, many small, medium and even big sized service companies have appeared in our market society That pops into anybody’s mind a question: What factors have led them to success? Of course, the most important one is doing as best as they can on customer support service Customer support service is not only a quick table wipe and a glass of ice water There are many mechanisms to control it In this topic, me and my hood are going to describe the importance of customer service, and then we will talk about the characteristics that make many companies success Follow that I want to focus on the analysis on how to use this method to make companies to achieve success I Definition of customer support service Customer support could be easily defined as the team of people who provide help when customers have trouble with a company's products or services It’s ultimately about making sure customers are successful in solving whatever issues they came to your business to help solve Customer support could look very different depending on your business, industry, and who your customers are Famous people have definite “customer support” Customer support professionals, Meg Palazzolo, it’s ultimately about being helpful “The role of customer support is to help make a difference in the user’s experience with your product,” says Palazzolo, Head of Member Success at Trust & Will “It is the support agent’s role and responsibility to become customer advocates to help shape the future of their company’s product, marketing, R&D etc Customer support is the core of any customer-centric company.” Brian Kale, Director of Customer Success at Novo, customer support is all about building trust — which ultimately impacts everything from customer loyalty and retention, to brand and marketing “Build trust through empathy, honesty, expectation setting, and by advocating for customers internally with data and insights,” says Kale Kale says the job of customer support is to evolve into a long-term business strategy That means it’s not just about reacting to customer problems but giving them the tools needed to be successful throughout their journey with your brand The key here, according to Kale, is to “take all the knowledge and insights support operations generate when interacting with customers to build better experiences that proactively solve issues and answer questions by empowering customers to take action.” Help and advice that a company makes available to customers when they have bought something (cambridge dictionary) Diference between customer support and customer service: Customer service Customer support An umbrella term for all interactions that enhance customer experience and help improve their relationship with the company One type of interaction Build relationships Fix technical issues The why The how II Importance of customer support service 2.1 Boost customer retention: Crafting a good customer experience improves customer retention- which is an essential part of any successful business Keeping customers coming back for more is the key to long-term success, which requires you to provide a great experience and value An excellent onboarding experience and customized offers can go a long way in keeping customers satisfied and around overall In some research, a massive amount of sales will come from existing customers, and only 20% of your current customers will be the source of 80% of your company’s profits That’s because it’s more profitable to pour efforts into retaining existing customers in the long run 2.2 CAC stands for customer acquisition cost Churn rate is answer the question of how many users the business is losing CAC is higher for a company that doesn't invest much of its budget in customer service Ultimately, investing in customer service can decrease your churn rate Decreasing the churn rate reduces the amount you must spend on acquiring new customers and decreases the overall CAC Proactively address customer issues Proactive support helps you get ahead of customer issues in a timely We can’t stress enough how improving customer satisfaction is essential for any business that wants to see growth If your customers don’t like what you’re doing, you’ll never see success in the long term => To achieve higher customer satisfaction, focus on providing excellent customer service and going above and beyond what your audience expects from you 2.3 EX: I had a pair of jeans from , wore them once, and they ripped I sent an email describing the issue And then the next day, a customer service rep called me to say sorry and that it was not the type of quality they stand for They sent me a return label and offered a refund I was shocked and delighted that it was so easy I just didn’t expect it If you’re proactive in addressing their needs, customers will be more likely to share their experience with you Without customer feedback, it’s difficult to know what aspects of your business could use some improvement Avoid Turning Problems Into Painful Pain Points: Taking a proactive approach to customer service means you can catch niggling problems before they grow into big, impossible-to-overcome pain points Build Customer Loyalty (and Retain Loyal Customers): Customer churn is a huge problem with brands these days With so much choice available, it’s harder than ever for consumers to remain loyal - especially if a brand lets them down in some way Implementing proactive customer service will allow you to build loyalty through amazing experiences => Doing something for your customer before they even know they need it can cement you as their go-to brand regardless of whether you’re the cheapest or coolest option available Build work relationships with customers: Strong customer relationships endear audiences to your company and keep them in your ecosystem With so much competition only a click away, it’s hard to overstate the importance of building a rapport with prospects, customers, and advocates Effective client management is important when running a small business, and building and maintaining strong relationships with clients plays a key role => If you have built a strong relationship with your clients, they are more likely to engage with you on future projects and refer your company to others Improve customer loyalty When audiences know a brand is loyal to them — remembering birthdays, responding quickly to customer service needs, and more — they return that loyalty in a variety of ways They may consistently choose you over the competition, and they’re also more likely to become brand advocates in the long run Reduce customer churn It’s more cost-effective to keep an existing customer than it is to source and convert a new one Strong customer relationships maximize your overall ROI by keeping marketing costs down Increase customer lifetime value (CLV) Greater brand loyalty means additional and larger sales Customers are willing to pay more for great service and will continue to return to your brand if you can build trust 2.4 Give competitive advantages Document continues below Discover more Nguyên lý Giao from: tiếp tiếng Anh… ENTH3121 Trường Đại học… 46 documents Go to course [123doc] - de20 302 cuong-on-thi-mon… Nguyên lý Giao tiếp… None Từ điển tiếng Anh ngành kinh tế-… Nguyên lý Giao tiếp… None Tatm - đề cương câu hỏi ôn tập Nguyên lý Giao tiếp… None The Science Of 12 13 Stage Fright - Copy Nguyên lý Giao tiếp… None TTTM1.2 nhom3 tiếng trung thương… Nguyên lý Giao tiếp… None File sach 20 200 2.5 collection Competitive advantage refers to factors that allow a company to lý produce goods or Nguyên None services better or more cheaply than its rivals Giao tiếp… Great customer service does more than just win over new customers and retain loyal ones By offering best-in-class customer service, you are attaching value to your company’s brand, strengthening your reputation in the marketplace place, and showing by example that you care about the people who purchase your product or service Great customer service reduces customer churn, keeping customers around Customer churn is the percentage of customers that stopped using your company's product or service during a certain time frame If a customer has a good experience with a company, they’re more likely to return, and the more loyal customers you have, the more your company can grow to its full potential For instance, if your customer service team has a seamless procedure that makes online returns quick and simple, you’re more likely to retain customers and build a loyal customer base that appreciates your no-hassle return policy Reducing customer churn should be a primary goal for your ecommerce company That is, you want to make sure that your customers more than buy from you once – you want them to buy from you over and over again There are many ways you can reduce customer churn, but one of the best is to focus on providing excellent customer service It turns out that 75% of people would return to a company because of excellent customer service If you have poor customer service, it’s likely to have a negative impact on churn After a bad customer service experience, 89% of consumers reported doing business with a competitor III Characteristics of customer support service 3.1 Accessibility and responsiveness: Accessibility and responsiveness are two important characteristics of customer support service: Accessibility: It refers to the ability of a customer to access the support service, regardless of their physical or cognitive abilities It is important for companies to ensure that their digital and customer service experiences are accessible to all customers, as it can improve customer retention rates There are many ways to make customer support services more accessible such as providing clear and easyto-find customer service options, making self-serve and contact options easy to find, and positioning and labeling them consistently Responsiveness: It refers to how quickly and accurately a company is able to address support requests It is an important characteristic of customer support service, and a recent survey by HubSpot found that 66% of consumers expect a response from customer service in five minutes or less To create a responsive culture at your business, you can set team and individual performance goals, adopt automation, create an omni-channel support experience, use snippets and email templates, and provide self-service resources 3.2 Knowledge and expertise The Power of Knowledge and Expertise in Customer Support: In the fast-paced business world, customer support is vital for customer satisfaction and success The foundation of exceptional customer support lies in the power of knowledge and expertise Knowledge: The Foundation of Effective Support Effective customer support starts with a deep understanding of products and services Support agents need to know product details, specifications, and troubleshooting procedures to assist customers effectively Expertise involves anticipating customer needs, proactively addressing questions, and building a strong foundation for trust So in order to create a strong customer support service from the ground up, a well-trained and knowledgeable support agent team is quintessential Building Trust and Confidence Customers rely on support agents when they encounter issues or have questions When support agents are knowledgeable and exhibit expertise, trust and confidence are instilled This trust is essential for building lasting customer relationships, as customers prefer brands they trust Efficient Issue Resolution Timely issue resolution is vital Informed support agents can quickly identify and solve problems, reducing customer frustration Expert teams handle complex issues more effectively, improving customer experiences Enhanced Customer Satisfaction Customer satisfaction is the goal Knowledge and expertise enable personalized solutions tailored to individual needs, making customers feel valued and appreciated Impact on Loyalty and Success Knowledge and expertise lead to increased customer loyalty and business success Loyal customers make repeat purchases, recommend the brand, and become advocates Investing in support teams' knowledge and expertise boosts customer retention, revenue, and market presence Conclusion Knowledge and expertise are the cornerstones of exceptional customer support They build trust, enable efficient issue resolution, enhance customer satisfaction, and drive business success As businesses adapt to the modern marketplace, prioritizing these qualities will secure customer loyalty and success 3.3 Analytical Thinking and Troubleshooting Skills: Analytical Thinking: In the realm of customer support, analytical thinking is crucial It involves swiftly understanding the customer's issue, breaking it down, and comprehending the underlying problem Customer support representatives with analytical skills can assess situations objectively and identify patterns in customer complaints or inquiries For instance, if there's a common problem reported by multiple customers, an analytical thinker can recognize this pattern and address the root cause efficiently Troubleshooting Skills: Troubleshooting skills in customer support refer to the ability to diagnose customer problems accurately This skill enables customer support representatives to ask pertinent questions, probe for additional information, and test possible solutions systematically Individuals with strong troubleshooting skills can identify whether an issue is a technical glitch, a user error, or a more complex problem They can then guide customers through step-by-step solutions or escalate the problem to the appropriate department if necessary 3.4 Offering Effective Solutions and Follow-up: Offering Effective Solutions: In customer support, offering effective solutions means providing accurate, timely, and practical answers to customer queries or issues Customer support representatives must be knowledgeable about the products or services they are assisting with Effective solutions are not just quick fixes; they address the core problem, ensuring customer satisfaction This might involve providing detailed instructions, suggesting workarounds, or initiating processes for replacements or refunds, depending on the nature of the problem Follow-up: Follow-up is a critical component of customer support problem-solving After providing a solution, it's essential to follow up with customers to ensure that the problem has been resolved to their satisfaction This demonstrates proactive customer service and reinforces a positive customer experience Following up also allows representatives to gather feedback, which can be invaluable for identifying recurring issues and improving products or services Additionally, a timely follow-up can turn a dissatisfied customer into a loyal one by showing that their concerns are genuinely valued and addressed promptly In summary, in the realm of customer support service, analytical thinking and troubleshooting skills are indispensable They enable representatives to understand customer issues thoroughly and offer effective, tailored solutions Furthermore, a commitment to proactive follow-up ensures that customer problems are not only resolved promptly but also leads to enhanced customer satisfaction and loyalty IV Strategies to Improve Customer Support Service 4.1 Continuous training and development support agents 4.1.1 Advanced technical training: Provide comprehensive technical training to support agents to ensure that they have a deep understanding of the products or services they are supporting This includes training on troubleshooting techniques, system navigation and knowledge of common issues and resolutions Agents should be equipped to handle complex technical inquiries effectively 4.1.2 Problem- solving and critical thinking: Focus on developing problem-solving and critical thinking skills among support agents Encourage them to analyze situations, identify root causes and propose effective solutions Training exercises and case studies can helps agents practice their problem-solving abilities 4.1.3 Cross-functional training opportunities: Offer opportunities for support agents to participate in cross-functional training programs This can include shadowing sessions with other departments such as sales or product development to gain a holistic understanding of the business and enhance their problem-solving skills 4.2 Implementing self- service options Implementing self-service options is a valuable strategy to improve customer support services By empowering customers to find answers and resolve issues on their own, organizations can enhance the customer experience while reducing the workload on support agents 4.2.1 Continuous improvement and updates: Treat self-service options as an evolving resource that requires regular updates and improvements Monitor customer feedback, analyze search queries and track performance metrics to identify areas where the selfservice options can be enhanced Regularly review and update content to reflect changes in products, services or customer needs 4.2.2 AI-powered chatbots: Implement AI-powered chatbots that can provide automated responses and assist customers in finding relevant in4 Chatbots can handle routine inquiries, offer suggestions based on customer queries and seamlessly escalate issues to human agents when necessary Train the chatbots to understand natural language and continuously improve their responses through machine learning 4.2.3 Promote self-service adoption: Actively promote self-service options through various channels such as website banners, email campaigns or automated system prompts Educate customers about the benefits and convenience of self-service, emphasizing time saving, instant access and 24/7 availability Provide incentives or rewards for customers who successfully utilize self-service options By implementing these strategies,, organizations can effectively leverage selfservice options to improve customer support services It enables customers to find quick solutions to their issues, reduces support ticket volumes and allow support agents to focus on more complex or specialized inquiries 4.3 Gathering and analyzing customer feedback The better you understand your customers, the more likely you are to understand their needs and expectations Here, I suggest two ways to meet customer wishes and improve customer service First, the service support person should collect and analyze customer feedback Customer support service people should work based on customer feedback Recording customer feedback is considered one of the best ideas to improve customer support You need to make it easier for customers to leave valuable feedback for you You can share the survey immediately after interacting with their customer service According to a Microsoft study, companies are rated more highly by 77% of consumers if they proactively invite and capture customer feedback To that, you should seek and promote customer feedback Determine which method is most feasible and beneficial for you, such as: Give customers the opportunity to provide online testimonials and reviews Personally ask customers for their opinion after they have used your product or service For example, by phone, in person, or in writing Provide a very short, simple feedback form or survey with an incentive to complete it The easier and shorter the survey is to complete, the more responses you're likely to receive Invite customers to regularly share their views about your organization on an individual basis Second, take the time to interact with your customers to find out what their real needs are As a result, you will be able to provide customers with product or service options that fully meet their needs Greet your customers and make them feel welcome Show genuine interest in customers and their situations Doing your best to find the best solution for customers will help you build trust with them Third, customer support services should make it easy for customers to complain Most customer-focused organizations, depending on their size, have a transparent complaint handling process as follows Frontline staff will record customer complaints Pass data to the team leader or manager, analyze customer concerns and complaints, and outline how to resolve complaints Top-level managers objectively review all complaints and how they are passed on internally They will make the final decision on behalf of the organization to respond to customers 4.4 Integrating technology for streamlined support processes First, you must use tools that increase speed and efficiency You can have excellent customer service staff, but if they struggle with slow, laggy systems or if they can't get the information they need when they need it, it's going to result in a poor service experience quantity It's important to choose customer relationship management and contact center tools that support quick resolutions and provide a comfortable experience for your customers and employees Second, automate your processes with help desk software To provide great customer service, you need to strike the right balance between people and technology Cloud-based tools will help you automate your manual tasks and get more done in less time Third, use a multi-channel customer service strategy You can consider options like email, Facebook, WhatsApp, and Twitter to make the customer experience easier and faster The first step to creating this reach is to figure out where your customers like to look for help and focus your efforts on those channels You can also create a place for customers to self-serve For example, a help center or community forum can help customers solve problems without having to contact you right away Finally, customer support should be kept up-to-date on the website Your website is the online face of your organization and is also an important customer service tool Before contacting your team for support, the majority of customers visit your website to find relevant information Managing a well-updated and user-friendly website is one of the best ways to improve customer support Improving customer support can make the difference between growing your audience and losing customers to competitors V Conclusion In conclusion, customer service is more than just a department; it is a mindset that should be ingrained in every employee and every interaction with customers By prioritizing customer satisfaction, businesses can build long-lasting relationships, foster customer loyalty, and ultimately drive success In today's competitive landscape, businesses cannot afford to overlook the importance of exceptional customer service It is a critical factor that can make or break a company's reputation and success in the marketplace REFERENCE MATERIAL (n.d.) Retrieved from Cambridge Dictionary: https://dictionary.cambridge.org (n.d.) Retrieved from Kaizo: https://kaizo.com/blog/13-essential-strategies-to-improve-customerservice-performance/ 20 Ways to Improve Customer Support and Delight Customers (2023, june 28) Retrieved from https://www.proprofsdesk.com/blog/improve-customer-support/ (n.d.) Retrieved from teachtarget: https://www.techtarget.com/searchcustomerexperience/definition/customerservice-and-support (n.d.) Retrieved from Glints: https://glints.com/vn/blog/customer-service-lagi/ (n.d.) Retrieved from https://www.zendesk.com/blog/customer-support-vscustomer-service/ MEMBER ASSESMENT AND DISCUSSION SCORE Numbe r Name Task 29 Vũ Giang Nam - Write content - Present 30 Lê Hồng Nghĩa (Leader) 31 Trần Bảo Ngọc 32 Đoàn Quốc Nhân 33 Đào Hà Nhi 34 Đặng Thị Quỳnh Nhi 35 Phạm Thị Yến Nhi - Write content - Present 36 Lê Thị Hồng Nhung - Write content - Present - Divide tasks - Write content - Word - Powerpoint - Write content - Present - Write content - Present - Powerpoint - Present - Write content - Write content - Present Scores More from: Nguyên lý Giao tiếp tiếng Anh Thương mại ENTH3121 Trường Đại học Thương mại 46 documents Go to cours [123doc] - de-cuong-on-thi-mon-ngu-ph 20 Nguyên lý Giao tiếp tiếng Anh Thương mại Từ điển tiếng Anh ngành kinh tế- Langmas 302 Nguyên lý Giao tiếp tiếng Anh Thương mại Tatm - đề cương câu hỏi ôn tập Nguyên lý Giao tiếp tiếng Anh Thương mại The Science Of Stage Fright - Copy 12 Nguyên lý Giao tiếp tiếng Anh Thương mại More from: hạ lập 29 Trường Đại học Thương mại Discover mo Tiểu-luận - ĐỀ TÀI: MỐI QUAN HỆ GIỮA TỒ ĐẤU TRANH TƯ Chủ nghĩa xã hội khoa học TATM1 - Summary Nguyên lý Giao tiếp tiến 16 Nguyên lý Giao tiếp tiếng Anh Thương mại Mkt1 - Summary Marketing 37 Marketing WORD PLĐC NHÓM - Summary Marketi 32 Marketing Recommended for you Resumen Cap 59 Guyton Luis Enrique Sil Fisiología Humana y Prácticas How Available is HC Assignment Pre-Rev French Lit CH 41 naaghrehrhDDDDDDDDDDDDDDDDDDDD Medical-Surgical Nursing Question Paper - FFDBFGDNHFGHMJJMM Remote Sensing & Its Application In Environment