What is non-sales customer service? Isn�t all customer service of form of sales? Well, actually no it is not. Non-sales customer service is essentially customer service that does not require sales to be made.
When you are thinking of non-sales customer service, think of sales customer service as the practice of selling a product to a customer, while non-sales is the customer support that comes after the product that has been bought.
Most often, non-sales customer service comes in the form of help desks and help call centers that operate around the world.
Typically, if a customer has bought a product that does not work to their specification, they will call a customer service representative to aid in the use of the product. The customer service representative, who has been trained in this field, will be able to assist the customer in understanding the product and will have little trouble making the customer happy. In this type of customer support situation, the customer usually only has questions relating to the use of the product and achieving a happy customer is quite easy to do.
The other type of non-sales customer service is the one that involves technical support. In this case, a technical customer service representative will work to aid the customer in the solution of a problem. The customer has usually had the product for awhile and something has gone wrong, resulting in the customer needing help with the product in an effort to aid their ability to use it.
As a result, technical support technicians who operate out of a call center, or store, have to be incredibly knowledgeable in the use of a product and be experts in how to fix a wide variety of problems that may come their way. To truly be good technical customer service representatives, the employee has to keep up with all the developments in their field. For example, if it is relating to a computer, the technical support service representative must be able to understand the new operating systems that come out, Vista for example, and be able to fix the problems quickly and easily. Speed is critical and it is of the utmost importance that a customer service technician can fix as many problems as they can over the course of a work day.
Of course, finding that mix of skill, speed and desire to stay in the customer service field is easier said than done and not always successful.
As a result, it can be very difficult for a company to retain the technical staff who are working as customer service representatives, and as a result, that can put a great deal of stress on customer service trainers, customer service managers, and by extension, other customer service representatives who are required to shoulder the load due to a low number of technical experts in the call center.
As can be seen, despite not actually selling anything, non-sales customer service representatives still play a hugely important role in how things are done for a company and how a company is perceived by customers.
