Quality Customer Service
Today, thanks to globalization and advances in technology, there are numerous opportunities that businesses around the world can explore. However, the business environment in the modern world has its challenges. Companies continually look for ways to attract and retain customers, stay ahead of competition, increase market share, and grow revenues and operations. While customer service plays a critical role in helping businesses achieve these goals, the customer has become more discerning, making it important to put in place strategies that will ensure the needs of the target market are met.
Quality customer service is one of the key differentiators of good, bad, and indifferent companies. With the important role that good customer service plays in helping to build good relationships with customers, it is necessary to ensure that customers leave with a great impression. This will not only make them feel appreciated and valued but will also make them want to do business with your company in the future. In fact, customers who receive excellent customer service are likely to return often and spend more. By recommending your business to their colleagues, friends, and family, satisfied customers will help you to attract new customers, clients that you will then retain through maintaining high quality standards in customer service.
With customer service evolving so quickly, one of the questions that managers and business owners has is: What is quality customer service? A simple good customer service definition will help to answer this and act as a guide on how companies manage customer interactions. Quality customer service involves providing efficient, quick, and friendly service to customers as well as building strong relationships with them. It also entails responding to customers’ issues in time and handling any complaints swiftly. This is achieved by understanding customers’ needs and meeting them, ensuring quality product design, and offering customers several options for communicating and contacting customer service.
In order to entrench effective customer service and ensure it contributes to the long-term success of the business, managers and executives should make it a critical part of the company culture. This process will involve staff as well as the products the company offers. All employees should not only understand what quality customer service entails but also have the right attitude, good communication, and sales skills to deliver it. In terms of products, you should know your products, including the brand names, their location, place of manufacture, and price. This will go a long way in building customer confidence.
Why is good customer service important?
Seven out of ten U.S. consumers say they have spent more money to do business with a company that delivers great service. This goes to show how important good customer service is when it comes to building relationships and doing business especially since studies show that it is more expensive to acquire a new customer than to keep a current one. Here are the reasons why quality customer service is important.
- Provides value-effective customer service programs emphasize on treating customers well, answering questions, responding to complaints, and exceeding customer expectations. Such an approach keeps customers engaged and builds strong relationships.
- Reduces employee turnover – employees are likely to work for an employer who treats customers fairly and recognizes the contributions of their staff. When a company delivers great service, employees will be more engaged in their work and are more likely to stay through challenging times.
- Retains customers – customers who are appreciated are likely to be loyal to the company. Once the business comes across as trustworthy, there is a good chance existing customers will keep on coming to make new purchases.
- Creates endorsements – loyal customers will not only keep on doing business with the company but will also help strengthen the brand through online reviews and private endorsements. Companies that provide quality customer service will often get more new customers from recommendations than from advertising messages.
- Profits – one of the main goals of any business is to make a profit. Quality customer services helps to retain existing customers and attract new ones, a factor that contributes to higher revenue and a rise in profit.
Once companies understand the importance of quality customer service, they should also learn the difference between great and good customer service. While in the latter case, companies do the minimum to keep customers satisfied, the first case involves going beyond keeping them satisfied to retain their loyalty. In the end, 51% of customers will not do business with a company after one negative experience.