Karl, a managed service provider, explains the importance of customer service, customer loyalty, and customer expectations. He defines customer service as any interaction between a company and its customers, including phone calls, invoices, quotes, and tech support. Even though it is not always possible to be perfect in providing great customer service due to potential issues that may arise with technology, Karl stresses the importance of setting clear expectations through an effective onboarding process.
What is Customer Service?
Customer service is any interaction between a company and its customers. This includes phone calls, invoices, quotes and tech support services. It is essential for building customer loyalty and ensuring that a company’s interactions with its customers are done right as often as possible.
Karl emphasizes the need for companies to have a clear onboarding process that outlines how customers can get in touch for service or support and what they can or should not do to enter a service request. Setting these expectations reduces misunderstandings and keeps customers satisfied with the services they receive.
The Role of Technology
Technology plays a key role in providing customer service but there’s also the possibility of bugs or other issues arising which could affect the quality of customer experience. Companies should have strategies in place to identify these problems quickly so they can be rectified without delay.
In conclusion, Karl highlights that providing great customer service is critical for companies wanting to build long-term relationships with their customers; setting clear expectations through an effective onboarding process; making sure technology functions correctly; and having plans in place to address any issues that may arise are all fundamental steps towards achieving this goal.