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Methods of Good Customer Service

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Methods of Good Customer Service

What is your favourite shop or brand? Why do you like it? What makes it different from other brands or shops? Probably the fact that you were satisfied with their products and received good customer service. Now you might have gotten an idea as to how important good customer service is for a business. But how do businesses ensure good customer service? Read ahead to find out.

What are the methods that help provide good customer service?

Good customer service successfully meets customer needs and leave them satisfied. There are four main methods to enhance customer service. The methods are as follows:

  1. Pre-sales customer service method

  2. Product knowledge method

  3. Sales process method

  4. Post-sales service method

All these methods play an important role in giving customers good service. The goal of providing good customer service is to leave the customer satisfied.

Pre-sales customer service

Pre-sales customer service involves helping potential customers with their queries even before they have purchased the item. Answering these questions plays an important role in framing their purchase decisions. If a brand can answer customer questions and offer what they are looking for, they will be more likely to buy from this brand.

The questions are often about something they are unsure about regarding the product, such as quality, safety, or other dimensions. If customer service representatives can easily find a solution to queries and problems without much hassle, it helps to create a positive opinion about the brand, whereby the brand acquires a new sale or even a new customer.

How does product knowledge enhance customer service?

When you are well versed in a topic, you can communicate better about it. Good customer service should be fast, efficient, and beneficial.

Product knowledge is the ability of a salesperson to completely understand all dimensions and functions of the product to better communicate about the product to the customers.

If salespeople are well informed about a product, they can answer customer queries easily, making the service process much quicker. They do not have to refer to handbooks or manuals or contact their superiors to answer questions.

Doing this would be time-consuming, and irritating for the customers. Customers want to know exactly what they are buying, and how it will benefit them. Product knowledge helps the salesperson to better present the product benefits and to exhibit the product more accurately.

How does the sales process affect customer service?

When you are in the process of selling a product to a customer, it is important to make sure that the customer has a good experience from the very beginning. Communication with the customer is important. When you communicate effectively with your customer, it makes it easier for you to understand what their expectations are. This makes it easier for you to find the right product or service for them.

The most important factors that help to satisfy a customer during the sales process are:

  • High-quality products

  • Reliable products

  • Safe products

Methods of Good Customer Service: High-quality products

It is no surprise that the quality of a product can impact customer satisfaction.

Quality measures the standard of the product when compared to similar products.

The role of customer service is to provide products with the quality that is expected by their customers. The customer service team understands the needs and expectations of the people, and the brand works on improving the quality if needed.

Methods of Good Customer Service: Reliable products

Goods or services should be reliable.

Reliability of a product or service refers to it performing the task that is expected from it.

It is the responsibility of the customer service team to ensure that their products are reliable and function as they are supposed to.

For instance, a running shoe is expected to provide support and comfort to the feet while running. If it fails to do so, the product will be deemed unreliable by the customers.

Methods of Good Customer Service: Safe products

The safety of a product or service is a great concern for every customer.

Product safety refers to the product’s ability to be safe when used as it was intended.

The customer service team assures the customer that the product is safe for usage, and makes sure that customers feel safe using the product.

Post-sales customer service

Post-sales customer service or after-sales service is as important as the customer service offered at the previous stages of the purchase.

Post-sales customer service deals with all the problems the customer is facing after the purchase of the product.

This involves:

  • On-time delivery of products

  • Installation

  • Repair of goods

  • Quick return or exchange process

  • Answering questions and complaints

  • Technical support, and so on

After-sales service plays an important role in building customer loyalty. Post-sales customer service also tries to maintain their customer relationship via the following touchpoints:

  • E-mails

  • Memberships

  • Magazines

  • Newspapers, etc.

What role does customer service play in customer experience?

Customer experience or customer engagement refers to how the customer is left feeling about the business and its service at the end of the entire process. The goal of every business should be to create positive customer engagement, which implies that the customer has a positive opinion about their experience.

Positive customer engagement is when a customer has a positive experience in their interactions with the business.

When there is positive engagement with customers, they create a good reputation about the business in their minds, resulting in a satisfied customer. Steps must be consciously taken in every step of the customer service process, starting from pre-sales up to post-sales service, to make sure that the customer has a good experience.

Now you know how businesses work to provide good customer service. Some businesses - despite having good products - might not be as successful as others if they fail to offer good customer service. It is important to provide a service that is at par with customer expectation at every stage of the process. Only then will the customer have a positive experience with the business. The next time you shop for a product, observe how businesses treat you as a customer at various stages of your purchase. It will give you a better insight as to why some brands or businesses are more successful than others.

Methods of good customer service - Key takeaways

  • The methods to improve customer service include pre-sales customer service method, sales process method, product knowledge method, and post-sales service method.
  • The goal of providing good customer service is to leave the customer satisfied.
  • Pre-sales customer service plays an important role in framing a customer’s purchase decisions.
  • Good customer service should be fast, efficient, and beneficial.
  • Product knowledge is the ability of a salesperson to completely understand all dimensions and functions of the product to better communicate about the product to the customers.
  • Communication with the customer helps to provide them with the right service and product.
  • The most important factors that help to satisfy a customer during the sales process are, offering high-quality products, reliable products, and safe products.
  • The post-sales customer service makes sure that all the problems the customer is facing after the purchase of the product are dealt with.

  • After-sales service plays an important role in building customer loyalty.

  • Customer experience is how the customer is left feeling about the brand and its service at the end of the entire process.

  • Positive engagement results in a satisfied customer.

Frequently Asked Questions about Methods of Good Customer Service

Pre-sales customer service involves helping potential customers with their queries even before they have purchased the item. Answering these questions plays an important role in framing their purchase decisions.

Post-sales customer service deals with all the problems the customer is facing after the purchase of the product.

This involves:


  • On-time delivery of products

  • Installation 

  • Repair of goods 

  • Quick return or exchange process

  • Answering questions and complaints

  • Technical support, and so on


After-sales service plays an important role in building customer loyalty.

Product knowledge is the ability of a salesperson to completely understand all dimensions and functions of the product to better communicate about the product to the customers.  If salespeople are well informed about a product, they can answer customer queries easily, making the service process much quicker. Product knowledge helps the salesperson to better present the product benefits and to exhibit the product more accurately.  

Customer experience or customer engagement refers to how the customer is left feeling about the business and its service at the end of the entire process. Positive or good customer engagement is when a customer has a positive experience in their interactions with the business. 

A business must follow all the customer service methods to ensure good customer service. Businesses can offer good customer service by consciously taking steps to satisfy the customer even before the purchase is made. This is the pre-sales customer service. The business must be able to quickly answer customer queries about the product. 


Secondly, in the sales process, the business must be able to offer products that meet customer expectations. 


Product knowledge is also very important for providing good customer service. This helps in presenting the products and their benefits more accurately and answering customers’ concerns quickly. 


Lastly, at the post-sales service stage, the business must make sure that all the problems the customer is facing after the purchase of the product are dealt with. This way, the customer experiences no trouble along the process of purchase and is left feeling satisfied and positive about the brand.

Final Methods of Good Customer Service Quiz

Question

Name the 4 methods to enhance customer service.

Show answer

Answer

  1. Pre-sales customer service method

  2. Product knowledge method

  3. The sales process method

  4. Post-sales service method

Show question

Question

What is the goal of customer service?

Show answer

Answer

The goal of customer service is to leave the customer satisfied. 

Show question

Question

How does pre-sales service help a business?

Show answer

Answer

It helps in framing a potential customer's purchase decision, and the brand would have acquired a new sale or even a new customer.

Show question

Question

Hows do pre-sales service help a customer?

Show answer

Answer

It helps a customer in finding answers to their queries about product dimensions, which will ultimately help them in their purchase decision.

Show question

Question

Why is product knowledge important in customer service?

Show answer

Answer

Product knowledge helps salepeople to answer customer queries easily and makes the service process much smoother. It also helps them to present the product, and its benefits more accurately.

Show question

Question

How can the absence of product knowledge affect customer service?

Show answer

Answer

When posed with a product query, an uninformed salesperson will have to consult others or refer to other mediums to answer. This is time-consuming and could be irritable for the customer. It also prevents the accurate presentation of the product.

Show question

Question

What most important factors that help to satisfy a customer during the sales process?

Show answer

Answer

Offering:

  • High-quality products

  • Reliable products

  • Safe products

Show question

Question

How do high-quality products help in customer satisfaction?

Show answer

Answer

The business needs to provide products that match the quality expectations of the people. If they succeed in doing this, customers will be satisfied.

Show question

Question

Why is reliability important in customer satisfaction?

Show answer

Answer

Reliability of a product or service refers to it performing the task that is expected from it. If it fails to do so, the product will be deemed unreliable by the customers, resulting in unsatisfied customers.

Show question

Question

What is product safety?

Show answer

Answer

Product safety refers to the product’s ability to be safe while being used for its intended use by the user

Show question

Question

It is the responsibility of the customer service team to assure the customers about product safety. True or false?

Show answer

Answer

True

Show question

Question

What is post-sales customer service?

Show answer

Answer

The post-sales customer service makes sure that all the problems the customer is facing after the purchase of the product are dealt with.

Show question

Question

Name a few responsibilities of the post-sales customer service team.

Show answer

Answer

  • On-time delivery of products

  • Installation 

  • Repair goods 

  • Quick return or exchange process

  • Answer questions and complaints

  • Technical support, and so on

Show question

Question

Post-sales customer service is also known as _________.

Show answer

Answer

After-sales customer service.

Show question

Question

__________ plays an important role in building customer loyalty.

Show answer

Answer

Post-sales service.

Show question

Question

Name a few channels through which after-sales services maintain customer relationships.

Show answer

Answer

  • E-mails

  • Memberships

  • Magazines

  • Newspapers, etc.

Show question

Question

What is positive customer engagement?

Show answer

Answer

Positive customer engagement is when a customer has a positive experience about their interactions with the business. 

Show question

Question

Define product knowledge.

Show answer

Answer

Product knowledge is the ability of a salesperson to completely understand all dimensions and functions of the product to better communicate about the product to the customers.  

Show question

Question

Define quality.

Show answer

Answer

Quality is the standard of the product when it is compared to similar products.

Show question

Question

Define reliability.

Show answer

Answer

Reliability of a product or service refers to it performing the task that is expected from it. 

Show question

Question

Quality measures the ... of the product when compared to similar products.

Show answer

Answer

standard

Show question

Question

On-time delivery of products, installation, technical support, etc. are examples of ...

Show answer

Answer

post-sales customer service

Show question

Question

The post-sales customer service makes sure that all the problems the customer is facing ... the purchase of the product are dealt with.

Show answer

Answer

after

Show question

Question

After-sales service plays an important role in building ...


Show answer

Answer

customer loyalty

Show question

Question

Positive engagement results in a satisfied customer.

Show answer

Answer

True

Show question

Question

How the customer is left feeling about the brand and its service at the end of the entire process is called ...


Show answer

Answer

Customer experience

Show question

Question


When there is positive engagement with customers, they create a good reputation about the business in their minds, resulting in a satisfied customer.

Show answer

Answer

True

Show question

Question

If salespeople are ... about a product, they can answer customer queries ..., making the service process much ...


Show answer

Answer

well informed, easily, quicker

Show question

Question

Knowing more about a product does not help the salesperson to better present the product benefits or exhibit the product more accurately. 

Show answer

Answer

True

Show question

Question

... customer service involves helping potential customers with their queries even before they have purchased the item. 


Show answer

Answer

Pre-sales 

Show question

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