Why is Customer Service Important to a Company?
In any industry customer service is considered to be invaluable. Without it there is little chance of a company succeeding and the quality of customer service can reflect everything about your company: your priorities, your policies and your approach to success. Customer service can’t be overlooked and here are only a few reasons why:
Build a reputation
The reputation of your company is a deciding factor when it comes to the future of your business. If you give your customers a poor service or are known to be unreliable, your business is going to suffer terribly. Customers will likely avoid doing business with you and other companies will dislike associating with you. If your websites receives only poor reviews your professional reputation is bound to suffer as a result. But, with a good, strong reputation, the opposite is likely to happen. You’ll likely build a reputation as a trustworthy company that treats their customers well. As a result, the public might favour you over your competition and other companies and businesses might actively seek you out in the hopes of sharing in your success and partnering with you. So, don’t underestimate the power of reputation.
Gain New Customers
Customers that have received poor customer service rarely keep their experiences to themselves these days. If you’re lucky, they might simply tell their friends about how bad their experience was. This might lose you a few customers but is possible to recover from. If your customer service is beyond bad, your company might just end up on social media. All it takes is one person with a complaint to deter thousands of people from doing business with you. But, the converse of these situations could see your business flourishing. Happy customers recommend your business to potential customers. A good review or a praising comment on social media could be the catalyst to sudden, booming success. And all it takes is one customer. So, every customer should be worth outstanding customer service.
Establish Loyal Customers
For a lot of businesses, loyal customers make up most of their income. People that continue to return and do business with you are incredibly valuable, but to keep them requires consistency. Even a loyal customer can be quickly turned against you if you don’t show that you value and care about them. So, you should never get comfortable with the customers that keep coming back. You need to try just as hard to keep them happy as you do to new customers.
Set A Standard For Your Employees
When you hold employees accountable for good customer service you are setting a standard for them and your business in general. If you allow them to mistreat customers or simply don’t give them the training they need to provide good customer service then you’re disrespecting your own business and allowing your employees to disrespect it too. Providing customer service training for your employees is an excellent way to supply them with valuable workplace skills and demonstrate a general philosophy of continued improvement. When you ask your employees ‘what is customer service?’ they should be able to prove themselves as a vital asset to the company and demonstrate to you how you wish to see your company represented.