Customer service can be broadly defined as any form of interaction between a customer and the employees of a business. Your company may provide the perfect product or service a customer is looking for, but having poor customer service could ultimately lead to loosing that customer and consequently their business. So, why is so customer service so important?
It helps you stand out above the rest
Whatever industry you work in, chances are that there will be many other firms that offer similar products or services as you. This means that you need to stand out from your competitors, and one way of doing this is providing customer service that goes far beyond that of other companies. Work hard to find out what your customers want and make sure you are providing it. Also, ensure that any customer queries are dealt with in a timely manner. You should be doing all you can to help your customers; that way, they’ll choose your product or service over your competitors every time.
It makes your brand personal
Some businesses have little contact with their customers, especially if they trade online. This can mean that the only form of interaction between the customer and business will be via customer service teams. It’s important that you provide your customers with a ‘human face’ so they feel that someone is there should they need to settle an issue. Don’t just provide an e-mail address for contact – make sure you have a telephone number customers can ring to speak to one of your staff if they need to.
It helps to get your brand known
Now we’re firmly in the digital age, it’s easier than ever to get hold of a review before you buy a product or book a holiday. Look a little closer and you’ll find that many of these reviews will talk about customer service. For example, someone reviewing a restaurant or hotel is likely to write about the helpfulness and manners of the staff. Regardless of your business, if you provide a good service to your customers, those customers are likely to share their positive experiences with others. This, in turn, will attract new customers to your business.