One of the absolute truths that holds fast for businesses is that many of them rise or fall based on their level of customer service. As such, it is imperative that companies invest heavily in customer service and support in order to maintain current customers and to entice new ones. That is why a staff of trained customer service representatives is so important. If you are considering adding a separate customer service staff to your workforce, here are some things you need to consider regarding what customers are looking for and what their repeat business means to you.
The first thing to consider is that customers do not necessarily want speedy service if it means a loss of quality. A recent survey from Gallup indicated that customers are significantly more likely to no longer use a company if they are given inadequate or rude customer support as opposed to slow service. Speed is still important; no customer wants to spend forever tied up with a customer service representative. But, in the long run, it is better to have quality service representatives than quick service and turn-around.
- Another lesson that business owners can take is that it is important to make the customer service experience feel personal and personable. An experiment of wait staff at a restaurant showed that their tips increased if they provided more personalized service to their patrons. This study can also apply to customer service. If you provide a personalized experience, particularly with customized follow-up in the form of additional calls to make sure the issue has been satisfactorily resolved, you will see an increase in return business. You should also consider personalized letters or mailers to your customers after a customer service call to show that their business is greatly appreciated.
- A final idea that businesses can learn from their customers is that it does not take a great deal of money to keep them happy. Hiring a well-trained staff to handle customer service complaints and issues is a great investment in that they can save you the loss of business that can cripple your company. Conversely, it is more expensive to earn new customers than it is to keep repeat business so these representatives are a critical investment.
The importance of customer service has been a long-held standard that many companies are beginning to relearn due to the sagging economy. Because the economy has been so tight with the recent recession, many businesses are becoming more competitive with each other for the few consumer dollars that are out there. One of the best ways to make your company recession-proof is to step up your customer service department so that you can keep your clientele coming back for more.
About Neal Lacy
Neal Lacy has written 82 posts in this blog.
Neal Lacy is an expert in professional call center services. He provides great content on a wide variety of topics concerning answering services, message services, order taking, and virtual receptionist. He is main writer for United Call Center.