How an efficient customer service contributes to the bottom line
Very few customers will let a company know of their dissatisfaction after using their products or service. Others simply walk away and seek services from their 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 it handles.
Customer service can be summed up simply as being prompt in relaying replies to queries, polite in our interactions with the customers, being professional with how we handle the complaints, and adding a personal touch along with that experience.
The customer may not always be right, but he does pay your bills. Thus, companies need to do their best to provide the best customer service experience in order to retain them as clients and hold them back from being a spokesperson for your competitors. Offering a great customer service experience assists your company in the following ways:
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. Your customer service representatives and employees need to be friendly. You can also issue discount coupons and thank-you notes which go a long way toward cementing lasting relationships.
Spend Less on Marketing
When your customers are satisfied they become your promoters and advocates. You in turn benefit by getting free, positive word-of-mouth marketing. This is considered the most effective and authentic form of brand-building.
Happy Customers Spend More
You need to focus on the quality that your support team offers, to ensure they make customers feel happy and valued, which will directly impact sales. Research shows a customer’s emotional experience during their interaction with your company affects how much they are willing to spend.
A good 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.