Written by Out Sourcer in Education
Here we discuss why customer service is important.
Firstly it is important to realise that by improving your customer service, you can increase customer retention which as a result increases profit margins.
Secondly you must understand that without delivering excellent customer service consistently then why will your customers keep paying you? The short answer is they wont. Your customers will be straight to your competitors if you cannot provide them the value they expect and a service which will make them feel great.
Customers buy based on emotion and value and back it up with logic. This is also the reason why customers stay a customer but they also look for high quality customer service.
Think back to a past experience where you received terrible customer service?
How did it make you feel?
Customer - "Hello, I have been waiting 1 hour for my food"
Waitress - "We are busy"
Customer - "But I am in a rush and have a meeting shortly"
Waitress - "We are busy serving other customers"
Shop Assistant - "Hello, are you aware we have a special offer on at the moment and you can get two of those items for the same price?"
Customer - "No I was not aware but I will definitely go and get another, thank you for letting me know"
Customer - "No problem, glad I could assist you today"
Car Salesman - "Hello, I am just ringing as a courtesy call to see if you are enjoying your new car?"
Customer - "Thank you for the call, it is great. I am very happy with my purchase"
Customer - "That is great to hear. Also since you are an extremely valued customer of ours, feel free to pop your car in when you are in the area and we will provide you with a full valet at no cost"
Furthermore, if the service is bad, you most likely never want to go back to that company and will avoid it at all costs. That is exactly what will happen to your customers if you do not listen to their needs and do not put in the effort to go above and beyond to ensure that they are satisfied.
Also by not providing great customer service you cannot influence what they will tell others about your company. Warren Buffett once said "It takes 20 years to build a reputation and five minutes to ruin it". This is extremely pertinent when it comes to customer service. Mainly because you cannot just provide excellent customer every day and then suddenly turn that off. You must be consistent with your actions. As a result, your customers will get used to your service and a bar will be set and failing to meet that standard consistently will effect the customers opinion of your company and service.
On the other hand, if the service you provide is excellent them the customers will be sure to return when they next need you. They will also be more likely to recommend your services to close friends and family.
Overall, by providing excellent customer service you can increase your chances of maintaining a high customer retention. It is at-least 5x harder to attract a new customer than it is to attract an existing customer to purchase again.
Therefore spend time on your customer service strategy and make sure you go above board to satisfy their needs. The results will be astounding.
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