Customer service is the interaction between the employees and the customers. How employees treat potential customers is an important attribute for a successful company. Employees handling customer service, i.e. any employee that has any kind of contact with a potential customer, are often referred to as the face of the company. This means that your customers will usually adhere these employees to the company.
Why Is Customer Service Important?
Do not underestimate the power of word of mouth. A bad experience spreads like wildfire but a good one spreads like molasses.
You might not believe it, but consider this. How often do you tell the cook at McDonald’s great job? Even if you do everything right, there’s a good chance your customer won’t say a thing to you. After they all you didn’t do it for free. They’ve patronized your business so they expect a certain response. If you give them exactly what they expect all you’ve done is satisfied their expectations.
But if you want to keep a customer coming back, you have to WOW them. You have to go above and beyond what they expect if you want them to remember you. Otherwise you’ll just be adequate like every other competitor.
One of the great ways to differentiate yourself from the competitors is through customer service.
Is There Value In Good Customer Service?
Although it’s intangible, great customer service has value. To demonstrate this, think about a store or a business that you HATE! Think of an establishment that you would do nearly anything to avoid even if that means paying a little more money!
For the most part, I’d guarantee nearly every consumer knows an establishment that they have no desire to patronize. Now try to think of the reason behind that. Nine times out of ten it’s probably because of a bad experience you’ve had there.
Frankly, we are better at remembering bad experiences than good ones. That’s because when we have an unpleasant experience we’re more inclined to be upset since we’ve gone out of our way to patronize the company and they’ve dissatisfied us.
That just goes to show how situations arise for you to display your customer service skills. How do you expect a business to respond to you if you’ve had a bad experience? How should YOU respond to YOUR customer if they’re unhappy or even if they’re happy? Both situations present you an opportunity to wow your customer.
If your employees struggle to excel at ‘good customer service’ or if you’re just interested in reading more about how to become more customer oriented you can go to this site to learn more.
Thank you so much for reading, if you’ve enjoyed this article please like and share to easily refer back to it and to help inform other business owners (especially companies like PLDT) and entrepreneurs about the importance of customer service.
Image Credit: Pixabay
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