Customer Service and Why It Is Important
Customer Service Week celebration calls attention to the importance of customer service and the people who provide it, with these goals:
- Boost morale and teamwork of employees
- Reward employees for the significant work they do
- Raise awareness of the value of customer service
- Thank other departments for their support
- Remind those who buy your products or use your services of the company’s commitment to customer satisfaction
The values of good customer service include;
Customer service impact on brand image
Every company is known for its customer service to some degree. Of course, you always want a positive brand image and customer service can be a significant determining factor.
Retaining customers is much less costly than acquiring new ones
Acquiring a new customer can be anywhere from 5-25 times more expensive than keeping a current one. You don’t have to spend so much time and resources finding a new customer and converting them. Instead, you just have to make sure they’re satisfied and will repurchase from you.
Repeat customers generally spend more than new ones
Making a customer happy shouldn’t be a one time thing at the beginning of the relationship. Most relationships are more valuable the longer they are. Businesses should be putting more emphasis on their customer service, success and support teams because the financial growth potential is much larger than in newly acquired customers. Plus, the probability of selling to an existing customer is 60 – 70%, whereas the probability of selling to a new prospect is only 5-20%.
Great service reduces severity of all problems
When delivered well, customer service can diffuse negative emotions from the customer and the situation. Excellent customer service can turn the situation around into a positive. Small things like apologizing, empathizing and being genuine can go a long way to reduce a customer’s negative emotions and the severity of the overall problem.
Builds brand awareness with minimal effort
Customers are being more and more vocal about how a company treats them and how a company makes them feel. Considering your customer service team are likely to be the only people in contact with a customer, they play a crucial role in shaping their customer experience, and by extension, whether they have good or bad things to say about the company.
People remember the service a lot longer than they remember the price
It’s not about the destination, it’s about the journey. And in this case, the price you paid is the destination, and all that leading up to the purchase, is the journey. People will talk. If they liked the journey, they will recommend it to others.
Its a competitive advantage no one can take away
When normal customer service standard means going above and beyond for a customer, that is when customers will choose your business over someone else’s.
In conclusion, customer service, when delivered to the satisfaction of customers, not only creates a powerful marketing opportunity for the business, but also helps with the bottom line. Not only are return customers easier to sell to, they will spend more per transaction and would pay extra to guarantee better service. Robisearch Limited celebrates all our clients during this customer service week! Remember to reach us on 0716413386 or 0780655987 for all your software solutions. Happy customer service week!