customers will let a company know of their dissatisfaction after using their
products or service. Others simply walk away and seek services from your
competitors. Unfortunately, there are those who will share their bad experience
with their friends, family, colleagues and so on. And in this era of social
media, others will publish their frustrations online thereby fast-tracking the
spread of the bad experience they had to other customers and potential clients.
Therefore, good customer service is the backbone of an organization and
companies should strive to offer the best experience possible to each customer
service is the act of taking care of the customer’s needs by providing and
delivering professional, helpful, high quality service and assistance before,
during, and after the customer’s requirements are met.
Characteristics of Good Customer Service
Promptness: Promises for delivery of products must be on time.
Delays and cancellations of products should be avoided.
Politeness: Politeness is almost a lost art. Saying ‘hello,’
‘good afternoon,’ ‘sir,’ and ‘thank you very much’ are a part of good customer
service. For any business, using good manners is appropriate whether the
customer makes a purchase or not.
Professionalism: All customers should be treated professionally,
which means the use of competence or skill expected of the professional.
Professionalism shows the customer they’re cared for.
Personalization: Using the customer’s name is very effective in
producing loyalty. Customers like the idea that whom they do business with
knows them on a personal level.
How Efficient Customer Service Experience Contributes
to the Bottom Line
may not always be right, but he does pay your bills. That’s something to
consider if you’re tempted to argue with a customer over principle–you may
achieve some self-satisfaction, but you will probably lose a future revenue
stream and may create a new spokesperson for your competitors.
By providing outstanding
customer service you make more money. When they experience great service, your
customers are able to build trust in your organization thus they easily become
repeat customers. Little things like friendly greetings, discount coupons and
thank-you notes can go a long way toward building long-lasting–and
Spend Less on Marketing
good customer service, you directly contribute to positive word-of-mouth
marketing. According to Steve Cox, a spokesperson for the Better Business
Bureau, “this is the holy grail of brand-building.”
Better Work Environment
service begins with you. By hiring and retaining service minded people,
training them properly to provide excellent service is a good start. To keep
track, conduct customer surveys, as well as occasionally checking in on the
employees. Small things like how they answer the phone are key indicators. A
friendly, pleasant and relaxed environment will make your customers happy and
benefit you and your staff as well.
Happy Customers Spend More
emotional experience during their interaction with your company affects how
much they are willing to spend. So by really focusing in on the quality that
your support team offers, you can make customers feel happy and valued, which
will directly impact sales.
reputation could be the difference between an average business and a very
successful one. Bad news travels fast and far, and is remembered more than good
news. In fact, twice the people hear about a bad customer service experience
than a good one. Therefore, you are better off taking time to address the
issues that your customers have, because this will enhance your company’s
reputation thereby leading to more customers in the future.