Subject business english 1 1 topic the importance and characteristics of customer support service

BUSINESS ENGLISH 1.1Topic: The importance and characteristics of customer support service Group: 05 Class: 231_ENPR4811_01Teacher: Nguyen Thi Thu Hang Group preparation assessment: ……….P

THUONGMAI UNIVERSITY FACULTY OF ENGLISH - 

-PRESENTATION

SUBJECT: BUSINESS ENGLISH 1.1

TOPIC: THE IMPORTANCE AND CHARACTERISTICS OF

CUSTOMER SUPPORT SERVICE

Supervisor: Nguyen Thi Thu Hang

Class: 231_ENPR4811_01 Group: 05

Page | 1

BUSINESS ENGLISH 1.1

Topic: The importance and characteristics of customer support service

Group: 05 Class: 231_ENPR4811_01

Teacher: Nguyen Thi Thu Hang

Group preparation assessment: ………

Preparation assessment: List of students (in the order of presenting)

No Name Duties Comments ( for

teacher only)

Mark

02 Lê Thanh

Bình

Characteristics

of customer service + New words

16 Trần Sách

Huy

The importance of customer service + word

19 Nguyễn Thị

Hường

Characteristics

of customer

Introduction + Conclusion

23 Nguyễn

Văn Lộc

The importance of customer service + word

28 Hoàng Hải

Nam

excellent customer service (Google) + PowerPoint

Page | 2

TABLE OF CONTENTS.

MEETING MINUTES (1) – GROUP 5 4

MEETING MINUTES (2) – GROUP 5 5

I INTRODUCTION 6

II BODY 7

1 Definition of customer service 7

2 The importance of customer service 7

2.1 Financial benefits of excellent customer service 7

2.2 Customer service impact on brand image 8

3 Characteristics of customer service 9

3.1 Empathetic 9

3.2 Problem-solving skills 10

3.3 Communication skills 10

3.4 Patience 10

3.5 Positive attitude 11

3.6 Sharpen your product knowledge / technical knowledge 11

3.7 Responsiveness 11

3.8 Professionalism 12

3.9 Strong Time Management 12

3.10 Willingness to Go Above and Beyond 12

4 Example of an excellent customer service 13

III CONCLUSION 15

NEW WORDS 16

DOCUMENTATION 17

Page | 3

MEETING MINUTES (1) – GROUP 5

Time: From 22h to 23h30

Place: Google meet

Date: 14/10/2023

Members: Lê Thanh Bình, Trần Sách Huy, Nguyễn Thị Hường,

Nguyễn Văn Lộc, Hoàng Hải Nam

Contents for discussing:

 Contributing ideas for the topic: The importance and characteristics of customer service

 Dividing the task of searching for topics and information

 Dividing tasks for members

Conclusion:

Topic: The importance and characteristics of customer service

+ Importance of customer service

+ Characteristics of customer service

+ Example of a business that has an excellent customer service

The group leader assigns tasks to each member

Head of the team

Nguyễn Văn Lộc

Page | 4

MEETING MINUTES (2) – GROUP 5

Time: From 22h to 23:15h

Date: 20/10/2023

Place: Google meet

Members: Lê Thanh Bình, Trần Sách Huy, Nguyễn Thị Hường, Nguyễn

Văn Lộc, Hoàng Hải Nam

CONTENTS

 Unify information about the given topic

 Come up with ideas for the play

CONCLUSION

Unify information about the given topic

 Importance of customer service

 Characteristics of customer service

 Example of a business that has an excellent customer service

Perform two plays

Head of the team

Nguyễn Văn Lộc

Page | 5

I INTRODUCTION

The world is moving towards globalization Most countries in the world are engaged in international economic integration Enterprises not only compete with companies from one country but also with companies from around the world Therefore, in order to survive and develop, the primary goal of enterprises is customers Customers are an important component of any enterprise Having customers is difficult, but retaining them is much more difficult Therefore, customer service plays an increasingly important role in customers' purchasing decisions So why is the customer support service important and what are the characteristics of customer support service? We invite everyone to join our group to figure out through this presentation

Page | 6

II BODY

1 Definition of customer service

Customer service is the support you offer your customers both before and after they buy and use your products or services This can help them have an easy, enjoyable experience with your brand In the past, customer service is simply just about solving customer problem but it’s much more complicated nowadays as customer service means delivering proactive and immediate support to customers anytime on the channel of their choice phone, email, text, chat, and more

2 The importance of customer service

2.1 Financial benefits of excellent customer service

A company with great customer service has a team that always does more than just answer questions and solve customer issues Providing excellent customer service can save and also make a lot of money for a business Here are some additional financial benefits of excellent customer service

Customer retention is cheaper than customer acquisition

It has been proved that the costs to acquire a new customer is higher for a company that doesn’t invest a small percentage of its budget in customer service Ultimately, investing in customer service can decrease the company’s churn rate which also reduces the amount a business must spend on acquiring a new customers and also decreases the overall CAC ( customer acquisitions cost) 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 which means acquiring loyal customers is a crucial factor in the long run that any business have to notice

Customer will pay more to companies with better customer service

Excellent service is difficult to quantify, and an extraordinary number of customers are willing to pay a premium just to get it Positive customer service interactions will immediately benefit businesses since customers place a great value

on how a customer service staff treats them It’s easy to understand that when

Page | 7

receiving value during a service experience makes them more likely to repurchase even when given a chance to switch to a competitor Especially in an era where companies have to learn how to prioritize customer service or else they will crash and burn A positive experience during could make them stick to the brand while on the other hand, one negative interaction could send them to a competitor

2.2 Customer service impact on brand image

Every company is known for its customer service to some degree, you can say that the customer service team is the face of the whole company Of course, you always want to leave a good impression in their customer and customer service is a significant determining factor

Customer service affects the brand image and loyalty potential

It’s a fact that the customer service team is the face of company’s image Of course, a company can also be recognized through its social media presence, advertisements or any other marketing elements as it makes the first impression on your customer However, the customer service team is the one who speaks directly to customers and the way customer service staff treat their customer will decide whether they will gain a new loyal buyer or send their customers to a competitor

They are responsible for representing your brand when interacting with potential buyers An excellent customer service can turn a potential customer into loyal buyers Most people are more likely to return and make another purchase while making purchase decision and customer service is the critical factor for this, when they receive poor customer service , they will easily cut ties with a brand

That being said, customer service is a key player when it comes to building a brand image and brand loyalty Most of consumers report that good customer service

is vital to feel commitment toward a brand Therefore, investing in a customer service team that correctly reflects the company’s vision and values is a good branding move

A positive customer service reputation makes people more likely to do business with you

Consumers when making purchasing decisions tend to prioritize customer care In fact, most of consumers use customer service to decide whether or not to do

Page | 8

business with a company which means that a company’s reputation for customer service will impact a large majority of potential customers The customer service that focuses on customer experience, especially during the sales process will also impact their purchasing decisions , if two companies offer a similar product but one provides much better customer service than the other, which company do you think more consumers will choose? Absolutely the one with better customer service Therefore, delivering positive customer service experiences should be the goal for any customer-facing role

3 Characteristics of customer service

While delivering consistently good customer service requires work and alignment across your entire organization, a good place to start is your customer service team It's important to hire people who genuinely want to help your customers succeed and to pay rates that are attractive to skilled professionals Finding the perfect hire for a support team can be challenging as job experiences and college diplomas are not the crucial factors for this type of job Instead, you’re looking for qualities that can’t necessarily be taught These folks thrive on one-on-one interactions within their community They love problem solving They’re warm, approachable, and great at teaching other people how things work Here are the 10 characteristics of customer service that every support professional should seek to develop and every leader should look for when hiring new team members

3.1 Empathetic

Empathetic is one of the most crucial characters for every customer service It

is showing that you have the ability to imagine how customers feel

When a customer is facing a problem, you should display empathy involves understanding what they are going through and taking the time to express their concern This sentiment will let them know that your employees and the company care about their feelings, not just provide service

To help build natural empathy, you should:

 Use active listening and ask respectful questions to understand the full extent

of the issue

Page | 9

 Show acknowledgement of how the customer feels and demonstrate understanding

 Reassure the customer that you will help them to resolve the issue

3.2 Problem-solving skills

Problem-solving is the ability to find a solution to a difficult issue or situation

It involves identifying a problem, understanding the cause of the issue, finding a solution and taking actionable steps to remedy the problem

Customer do not always self-diagnose their issues correctly Often, it’s up to the support representative to take the initiative to understand the trouble at hand before navigating a solution That means you need to know not just what when wrong, but also what action the customer should do

A problem-solving pro may simply understand how to offer creative advice or

a solution that the customer doesn’t even realize is an option

3.3 Communication skills

Communication skills are the ability to convey a message either verbally or through writing While this skill is important in all industries, it’s especially important regarding customer service because this is how employees and customers interact, send and receive information

Having strong communication skills shows the customers that you understand what they’re saying When you listen well and speak clearly, it ensures that the customers receive all the information they need and don’t leave your conversation with unanswered questions

The ability to communicate clearly when working with customers is a key skill because miscommunications can result in disappointment and frustration The best customer service professionals know how to keep their communications with customers simple and leave nothing to doubt

3.4 Patience

Patience is a person’s ability to endure difficult circumstances without frustration, anger or other negative emotions This characteristic is particularly useful when employees deal with angry or disgruntled customers

Page | 10

After all, customers who reach out to support are often confused and frustrated Being listened to and handled with patience goes a long way in helping customers feel that you understand and sympathize their current frustrations

It’s not enough to close out interactions with customers as quickly as possible You have to be willing to take the time to listen to and fully understand each customer’s problems and needs

3.5 Positive attitude

A positive attitude is a state of mind in which an individual looks at things with optimism This is an important part of customer service as it shows professionalism and lead to greater customer satisfaction

When you are delighted and glad to listen to the customers, it makes them feel good and puts them in the same state of mind A positive attitude leaves customers with a good impression of your business, which leads to customers retention or company referrals

3.6 Sharpen your product knowledge / technical knowledge

It’s frustrating for your customers to be interacting with a customer care representative who doesn’t understand their problems or has to transfer them from one specialist to the next to get the issue resolved

While customer service agents should be supported by product specialists when facing highly technical issues, they should have sufficient knowledge about your products to provide basic support right away

In addition, your customer care team should be passionate about your brand They should show your customers the advantages they get from using your product

or service and troubleshoot anything that is not working correctly

3.7 Responsiveness

Good customer service is all about being there for your customers when they need you Whether they have a question, a complaint, or simply need some guidance, it's important to be responsive and available to them

Page | 11

One of the key characteristics of good customer service is speed Customers don't want to be kept waiting for a response, so it's essential to be quick to respond to their inquiries and complaints, no matter how they choose to reach out

This can be through phone, email, social media, or any other channel that your customers prefer By being there for your customers and not making them wait, you show them that you value their business and are dedicated to helping them in any way you can

3.8 Professionalism

Professionalism is a crucial characteristic of customer support service It involves being courteous, respectful, and knowledgeable about the product or service that the business offers Maintaining a professional tone, even when dealing with upset or frustrated customers, is important in building trust and reliability with the customer

Being professional also means taking the time to understand the customer's needs and concerns, and being able to address them in a timely and effective manner

By consistently demonstrating professionalism in all customer interactions, businesses can foster long-term customer relationships and build a strong reputation for excellent customer service

3.9 Strong Time Management

Time management is the process of planning how to divide your time among activities

Your customer service team will likely deal with multiple customers at one time Making everyone happy will require a great deal of organization and superb time management skills such as :

 Set smart goals : by this way, you can identify which tasks you need to

do first, which tasks you need to make decisions about, which tasks you can delegate

to others, and which tasks you can postpone

 Use technology to your advantage : automation tools or chat bots By this way, you can reduce human errors, speed up processes, and free up more time for the tasks that are complex issues or unpredictable situations

Page | 12