Why Your Customer Service is Important to Your Business
Customer service acts as a frontline of any business entity. The majority of big businesses emphasize in customer service although it does not generate any revenue. So why is it so important that companies are spending millions of dollars in having a good customer service officer?
I once worked as a customer service representative and was honored to receive the best customer service of the month with 0 complaints. I firmly believe that customer service is essential no matter what a size a company could be.
Here are the 3 reasons why excellent customer service is crucial to a company.
Your Employee’s Attitude Affects Your Customer’s Buying Decision.
Working long hours attending to customers may stress out your employees. If your employees do not have ample break in between work hours, they might unleash their emotions to your customers which may backfire your business.
To do: Constantly engage with your employee or if you are a team lead, engage with your team member. Know what are they going through and encourage them in their endeavors. Your comfort often leaves a positive impact to re-energize those who work for you.
On top of that, give them enough break time to refresh themselves. Handling daily high traffic of tickets can be a daunting task for everyone. Especially many of it are bound to be negative. There is only so much of negativity a person could handle.
A Good Customer Service Encourage More Returning Customer
When I asked people around me why they often choose the same airlines to travel abroad; the answer was simple: “Because the service is excellent.”
How you offered your service to your customer when they needed you most determines their next buy call. This is especially true for any business.
My brother once took airline "B" with a transit flight to Japan. In the middle of the flight transit, his luggage was left out, and it did not arrive at the destination on time. Instead of attending his needs immediately, they responded him with dodgy emails and pushed their responsibility to another airline. My brother banned that airline company vowing not to use its service ever again.
To Do: Good Customer Service often comes from good working culture. If your work culture is to push around responsibility, it will reflect on your customer service. If you are experiencing massive bad response from your customers, I would suggest you look into your company’s culture first before concluding your staff has a bad attitude. People do change according to the environment.
Your Company Reputation is at Stake
If your customer service is terrible, your company reputation will follow suit. If you do not rectify this problem as fast as possible, your business will soon be rolling down the hill as people will shunt your product the moment they hear your brand name. (Unless your product is dirt cheap)
To Do: Back to basic, your company working culture and your employees must be in tune with the same goal to provide best results. Understanding your people’s needs and coaching them along the way is the best way to motivate them with the energy to serve others better.
While having good a customer service is imperative to a business, the cost of headcounts and can be a staggering burden to its operation. The company has to ensure that common issues are resolved immediately to avoid cost overrun.
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Great post! So true about employees needing breaks. There are times that the slightest thing can come across as rude to the customer. We always need to be on our top game!
Yup. It is more of a technical human relation where you need to speak the right sentence so that you do not agitate the other side. Taking a break is to freshen up your mind.
I'm glad to know someone else had the same thought as I do. I'm also in Customer Service line and it is one of the most undermined job by masses and yet most important for companies.
I have a question. You know some customers has high expectation and expect us to do the "impossible". How do you manage those expectations to the point you get 0 complaints?
Sometimes the client would ask for something that is beyond our authority to handle. In such cases, my manager would step in to handle if the customer is those type who doesn't like to talk to lower ranking people. As for those who ask for the impossible, most probably they are the type of unreasonable people.
Always listen to what the customer wants and try to fulfill their needs. Apologize if you cannot do it (beyond your control) even if you are not wrong. And always repeat their questions to confirm their problems. Educate is also one of a good way to reduce call backs.
Thank you for sharing @edmundang. Your advice are extremely helpful for me in my career.
One thing I've realized and would like to share, if you smile while you're talking, somehow the person on the other side of the phone can hear the difference. And they liked it :)
Depending on customer's background, laughing and joking with them further increases their satisfaction. Is this applicable to your customers?
Good service is what my company's main practice. We believe that is the service that makes the difference between you and your competitors. Most of the product out there is not rocket science. What makes you stand out from the crowd is the service you provide to the customer.
Exactly. There are those who really don't mind paying that extra cost for the premium service they get. On top of that, you have saved your time by already filtered out non-related prospects.