The Meaning of CS or Customer Service, Know the Tasks and Competencies that Must Be Possessed

Kapanlagi.com - CS has become one of the professions that is in great demand today. Almost every company, especially those engaged in the production of goods and services, must have employees working in the CS position. So, it's no wonder that the term CS is now quite familiar. However, what is the actual meaning of CS?

In general, the meaning of CS is an abbreviation of Customer Service. In a company, CS is an employee who directly deals with customers. CS is responsible for receiving complaints and providing guidance so that customers can solve their problems. Therefore, becoming a CS is not an easy task. There are several competencies that must be possessed to become a CS. What are they?

To learn more about the meaning of CS, tasks, and competencies, let's take a look at the following review that has been summarized from various sources.

1. Meaning of CS

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As mentioned earlier, the general meaning of CS is an abbreviation for Customer Service. In Indonesian, CS or Customer Service has an equivalent term, which is layanan pelanggan or customer service. In a broader sense, Customer Service or customer service is a service provided by companies to answer consumer questions and problems.

In practice, CS works by establishing interactive communication with consumers. This communication can be done through various techniques, ranging from face-to-face meetings, telephone, email, chat, to social media. Through this interaction, CS will provide answers and guidance to consumers to solve their problems related to product usage.

2. CS Tasks

In the explanation of the meaning of CS above, it was mentioned a little earlier that the main task of a Customer Service is to answer questions and provide guidance to consumers. However, in more detail, CS actually has several other tasks. The tasks of CS include the following.

- Establishing intensive and interactive communication with consumer customers.

- Answering every question asked by consumers or customers, especially related to products or services offered by the company. 

- Providing guidance to consumers or customers who experience problems related to the use of the company's products or services. CS must be able to provide clear guidance, so that the consumer or customer can find a solution to their problem.

- Assisting the ordering and purchasing process carried out by consumers. If needed or requested, CS also provides advice regarding the purchase of products or services that will be purchased by consumers.

3. CS Working Principles

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In carrying out their duties, CS cannot be arbitrary. This is because there are several principles that CS must continue to hold to carry out their responsibilities. Therefore, in addition to understanding the meaning of CS and their duties, we also need to understand these working principles. Here are some working principles that CS must hold in carrying out their duties.

1. Proactive

A CS must work proactively. This means that CS not only waits for customers to express their complaints, but also actively provides information to customers or clients. For example, if a website is going to experience downtime, CS needs to contact customers to explain the problem.

2. Personalization

Customer Service must also work personally or with a caring touch. CS must be able to show that the company cares about customer satisfaction.

3. Comfortable

Not only working personally and caring, CS must also be able to make customers feel comfortable. One way that can be done is by offering types of services. Whether customers are more comfortable communicating via telephone, chat, or other means.

4. Competent

The above three principles are meaningless if a CS does not have competence. CS competence professionally includes knowledge about the company and its products, as well as the ability to solve problems and provide guidance to customers.

4. Competencies of Being a CS

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As previously explained, the competencies of a CS include knowledge about the company and its products, as well as the ability to solve problems and provide guidance to customers. However, in order to carry out the duties of a CS, one must also understand each of these competencies in more detail.

Here is an explanation of the competencies that a CS or someone who is responsible for customer service must possess.

1. Have Sufficient Knowledge about Products and Company

A CS must have sufficient knowledge about the details of the products and the company. This knowledge will be useful in answering questions and solving consumer problems.

2. Have Sufficient Communication Skills

A CS must also have sufficient communication skills. Without these skills, communication between the CS and the consumer will not be interactive, and may not find a solution.

3. Skilled in Writing

A CS must also be skilled in writing. This is because there are times when a CS may have to communicate with consumers or customers via email or chat. Therefore, writing skills are very important in order to convey clear ideas and instructions that can be understood by the consumer.

4. Must be Attentive and Caring

A CS must also be attentive and able to show concern. By doing so, the CS will be able to fully understand the problems experienced by the consumer. This will make it easier to establish communication and provide solutions.

5. Must be Patient

A CS must also have a patient nature. This is because a CS may encounter various types of consumers. Therefore, patience is necessary in order to deal with them effectively.

When facing emotional customers, CS must be able to remain calm and not be carried away by emotions.

That is among the explanations of the meaning of CS or Customer Service along with its duties, principles, and competencies. Hopefully, it can be useful and can add to your knowledge.

(kpl/gen/psp)