1. Act in which support is provided to the clients of an entity, whether private or public, of products and/or services using a set of practices or procedures that cover general needs -doubts, suggestions, claims and technical repairs- as well as specific and specific problems that require special attention. It is considered as a post-sales help channel in a reactive modality, which implies that it is activated based on a specific problem reported by the client, with the aim of resolving it, and it can be done by email, telephone or in person. .
Etymology: Attention, by the modes of Latin attention, attentionisregarding the verb of attendĕrefrom ‘attend’, on the form I will attendformed by the prefix ad-as ‘towards’, ‘for’, and I will tend, from ‘tend’; accompanies the suffix -tion, with reference in -uncle, -ōnisin action-effect property.
Grammatical category: noun fem.
in syllables: a-ten-ció-n + al + client-te.
The concept of Customer Service is used to refer to that service provided by service companies or companies that market products, among others, to their customers in order to communicate directly with them. In the event that they need to make claims, suggestions, raise concerns about the product or service in question, request additional information, request technical service, among the main options and alternatives offered by this sector or area of companies to their consumers, customers of a company should contact this service.
The success of a company will be closely linked to the solution of its customers’ demands
Undoubtedly, the success of a company will fundamentally depend on whether those demands of its customers are satisfactorily met, because these are the fundamental protagonists, the most important factor involved in the business game.
If, on the other hand, any company does not satisfy all those needs or demands that its clients put forward, its future will be very, very short. So, all efforts should be directed towards the customer, towards his satisfaction, however small, because he is the true driver of all the company’s activities, because it is useless for the product to be of excellent quality, or for it to have a competitive price or that is very well presented if there are no buyers for it.
For example, today almost all service companies and even those that produce and market products of all kinds understand this and offer their customers this means of communication.
Main channels of customer service: telephone, email, commercial offices
The ways through which a client or consumer can communicate with the customer service area are varied: by telephone, these are normally toll-free lines, that is, at no cost to the caller, and they offer a series of options for solve doubts, claims or suggestions. Once the desired option is selected, you will be assisted by a company representative who will take note of the request or claim.
Another of the very common service channels these days is to send an email that will go directly to the mailboxes of those who work in the customer service area. They offer the same support as the toll-free hotlines and are ideal for those who don’t like to wait for help.
And obviously, many of these companies maintain face-to-face customer service at their commercial offices, to which customers or consumers can also go to make a claim or leave their order or query. Although the two forms mentioned above, telephone and email, are the most used today, there are also clients, especially older adults, who still prefer to go to a commercial office to resolve their doubts and complaints.
Causes of customer dissatisfaction
Among the main causes of customer dissatisfaction are the following: an unprofessional service, having treated the customer as an object, a mere number and not as a person, the service was not carried out in a good way the first time He bought it, the service was provided with terrible results, his concern was not resolved, he was treated rudely, the price paid was higher than the agreed price, which generates distrust.
These days then the service of Customer Support It is a recurring issue and area in companies, especially in those large-scale companies, such as credit cards, or in those companies that offer a service, such as cable television, mobile telephony, among others, in Therefore, it is frequent that before some contingency in the service we must communicate with this area to seek solutions. And from the answer, satisfactory or not, that we have is that we will form the image of the company or company, regardless of whether the product is good, it works for us, it is useful or it interests us.
Companies seek solutions to the deficiencies presented by the sector
One of the main problems associated with this service, in addition to the delay in responding to customers, is the unwillingness observed by those who work in it. Mistreatment or directly not solving the problem are the main complaints from users. To alleviate this situation, in recent years, companies have designed surveys through which the client can evaluate the care received. This of course helps to know if the problem or query was resolved and to know if the representative did his job well.