Customer Service

Customer service is whatever enhances customer satisfaction. Satisfaction, or lack of it, is the difference between how a customer expects to be treated and how he or she perceives being treated. Providing flawless service to customers is the best strategy for keeping them and for distinguishing one company from the competition. This is because customer service is one of the most critical business areas nowadays.

Statistics show that it costs much more to find a new customer than to maintain a current one. Too many companies, however, spend substantial amounts of time and money on winning new customers and relatively little trying to keep the customers they already have. The most successful companies have already learned that customers are often the first to spot changes in competitive product and service offerings, and adapt their value perceptions and expectations accordingly.

Several studies indicate that almost 70% of satisfied customers are also not loyal. To change this, marketers need to know: What do customers really want, how and what are their expectations to begin with? Customers’ buying decisions are now largely affected by perceived value a function of quality, competitive price and customer service. For any business wanting to increase loyalty among its preferred customers and profits, it is essential to discover how to deliver superior customer value.

As customers continue to support a particular business and buy its products and services, their value to the company also grows progressively. Beyond increasing their own spending, added revenue accrue from new customers referred by loyal customers at virtually no extra cost, with further benefits from savings in promotion costs.

Employees must be trained in good customer service. It is a learned skill. Only training, dedication, and commitment will. Typical training areas include problem solving, listening, communication, and stress management.

Build employees’ self-esteem. The better employees feel about themselves, the more effective they are in providing quality service. An enthusiastic employee will want to learn about your company and its products or services. The more an employee knows, the better, because customers like dealing with people who know what they are doing.