Customer service or customer service is a form of activity or service for customers who use, buy or consume products and services of a company, where customer service is carried out to guide and assist customers in solving any product or service problems they face. Customer service must serve its customers with procedures for serving customers well, excellent service, and using the words choice of professional customer service.
What about the definition of “sustainable customer service”? This means that the existing customer service runs in the long run. To have sustainable customer service, staff must think about ways to improve the quality of the services they provide to customers. In addition, they also need to find examples of customer service strategies that are effective and can be maintained for the long term, so that consumers or customers will always feel satisfied with the quality of customer service that we provide .
Well, because sustainable customer service is something that is very important for every organization and company to have. Therefore, business people, entrepreneurs and customer service staff must invest their time and capital from now on to build sustainable customer service or long-term customer service.
Why is this so important? Because customer service that is implemented in an unsustainable manner can damage the relationship of producers (entrepreneurs) with their customers. Not only that, this condition will also damage the hopes and dreams of our customers to get satisfaction and happiness from our products and services. At first, they might think that by using our products or services, their life needs will be met properly. However, if we do not invest ourselves in having sustainable (long-term) customer service, then our business will eventually collapse.
What are the Requirements for Building a Sustainable (Long-Term) Customer Service?
According to the website face2face service dot com, there are 3 things needed to build long-term sustainable customer service. What do you think about that? Let us consider the following explanation.
1. Extending the Long-Term Customer Service Improvement Program and Setting Achievable Short-Term Goals.
The first and foremost thing that needs to be implemented by many companies is to have a strong plan to expand their customer service improvement programs widely and widely, but on the other hand they also need to set short-term goals that can be easily achieved.
In this case, the company must not be too grandiose in setting a high goal for long-term customer service they want. The problem is, the goals they set can be too high and too broad to be achieved within a certain period of time, so that these goals no longer look realistic in the eyes of the employees.
Actually, it’s fine if we want to set high goals in building long-term customer service, but we also need to pay attention to other determinants that can affect the quality of our customer service.
One other determining factor that we mean here is the conditions experienced by customer service staff in trying to realize these high goals. It could be that this goal seems unrealistic to the staff. Even more so if they have to achieve it in a short period of time. Consequently, customer service staff will feel too much pressure on these unrealistic goals.
Over time, staff will feel frustrated and even depressed with the goals that exist. As a result, the quality of customer service will actually decline and the high goal of achieving “superior sustainable customer service” may fail in a matter of time.
Therefore, to create long-term, sustainable customer service, we also need to set short goals that can be easily achieved by the team. Logically, team members will get used to achieving short goals, so they will be trained in trying to achieve long-term goals. That way, long-term sustainable customer service will be easier to create.
2. We Cannot Create Superior Customer Service Alone, So Seek Support from Employees.
To establish long-term sustainable customer service, entrepreneurs and business people cannot move alone. In this case, they need help and support from employees. Treat our employees with the best possible treatment. Logically, how can employees build long-term, sustainable customer service if their leaders don’t treat their subordinates as well as possible?
We need to consider our employees more than just employees. This means that we need to think of them as partners or internal business partners. When we try to determine a new goal or policy for the creation of sustainable customer service, then don’t just tell them about the new goal or policy. However, also convey some things that can make them understand, “Why is the new goal or policy worth applying?” To create long-term, sustainable customer service, try to explain the following things to our employees (internal business partners):
– Explain to employees why changes in goals and policies can occur. Maybe the change occurred because of the competition function, customer requests, advice from other employees, strategies to defeat competitors, and so forth.
– Explain what benefits employees will receive when they implement changes in objectives or policies. For example, employees will get a bonus when their customer service hours are extended, flexible working hours or awards (awards) from the company.
– Find out how employees respond to changes that occur.
– If all employees have agreed with changes in objectives and existing policies, then now is the time to provide them with the training needed to create long-term, sustainable customer service.
3. Don’t Forget to Ask for Feedback from Customers.
To ensure that the goals, plans and policies that we have made and have implemented have been successful in creating long-term, sustainable customer service , we also need to seek feedback from existing customers. In other words, we must know whether the change in customer service that we are carrying out is indeed necessary or not. If such changes are needed, we must find out which services need to be added or improved. But if it’s the other way around, then we have to find out more deeply “Which part is actually less effective? Do we have to delete the changes entirely or what? ”