Customer Care in ICT

By | November 6, 2015

Exceptional customer service is becoming more and more of a priority in IT and software related companies. Technology allows for customer orders to be processed faster than ever, and for customer issues to be addressed straight away through a range of innovative methods (see below).

Customer service is a general term that can be split into several different important subjects such as:

  • Being able to actively and attentively listen to the customer; this includes showing the customer that you are listening and genuinely care, and being able to understand and empathise with the customers concerns and interests.
  • Considering an appropriate response to customer issues; whether preemptively or in response to a customer complain, this involves planning and problem solving skills.
  • Being able to retain and attract new customers; it is equally as important to treat your current loyal customers as well as you might treat new customers.
  • Recording and analysing customer data and trends; to work out exactly what your organisation does well, where it can improve and what potential opportunities are out there.

For more information about customer service, take a look at this Prezi show: https://prezi.com/7j-mv5yxg5g_/customer-service/ 

For more information about how social media and cloud software can be used to effectively respond to customer issues, take a look at this Prezi show: https://prezi.com/prg6t46qgzik/anatomy-of-a-social-powered-customer-service-win/ 

For more information about body language, take a look at these excellent resources:

Mark Bowden’s Tedx Talk about using body language to make a great first impression: http://tedxtalks.ted.com/video/The-Importance-Of-Being-Inauthe

Amy Cuddy’s Ted Talk about how deliberately controlling your body language can change your state of mind: https://www.ted.com/talks/amy_cuddy_your_body_language_shapes_who_you_are

Also see the following websites for body language: https://www.mindtools.com/pages/article/Body_Language.htm and http://changingminds.org/techniques/body/body_language.htm

Take the quiz below to test your knowledge of customer service.

1. Which of the following does not show active listening?

 
 
 
 

2. What is the opposite of reactive customer service?

 
 
 
 

3. Which of the following words or phrases is not positive as perceived by most customers?

 
 
 
 

4. Which of the following is most likely to help in calming an angry customer when face to face?

 
 
 
 

5. When attempting to convince a potential buyer to purchase a product or service, the most important aspect of the interaction is:

 
 
 
 

6. The act of reflecting back to a face to face customer certain meaningful body language signals is known as:

 
 
 
 

7. Which of the following does not contribute to the image you project?

 
 
 
 

8. Which of the following statements most closely reflects your own view?

 
 
 
 

9. Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service.

 
 

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