The quality of customer service will determine whether a company is successful or not. The level of quality of a company’s customer services is the key identifier when determining if the business will have customers that will keep on coming back or customers that stop by once and never return. With quality customer service the company will be ensured that they will have a competitive advantage over their customers. What encompasses high quality customer services?
Looking for new customers is quite costly compared to retaining existing customers. Thus if the company can provide good customer service, they can be assured that they will have satisfied customers that stay with the company longer and develop into long-term relationships. Good service also serves as a good advertising campaign and selling strategy for the company. This can be a better method of advertising than direct marketing, media advertisements, and other ways to attract customers that are quite expensive.
Providing excellent customer service entails a lot of risk and money. If the company wants to have high customer value, they will need to spend a lot of money on it. Some companies miss this part because they would rather reduce the possible cost in providing customer services. These companies cut telephone systems that take care of customer complaints, outsource to cheaper locations, and provide internet self-service. This cost-cutting strategy provides an impersonal service and lacks the sense of a personal touch that customers need to feel that they are being valued.
Good customer service means understanding first the customer’s needs and then meeting those needs. This can be done by listening to the customers and providing actions that will address all their needs. This can be done through forms that offer feedback and suggestions, mystery shopping, and surveys. The information from these tools help the company make smart decisions that could benefit both parties, the customers and the company.
In order to provide quality service the company should provide good products and services that meet and/or exceed the needs of the customers. It also requires consistency. A company can’t provide quality customer service just once and expect to treat the customer indifferently the next time they are at the shop. Consistency is what keeps the customers coming back for more.
Quality customer service is only achieved if the company is willing to meet and exceed the customer’s wants, create customer retention strategies, have products that pass the standards of the customers, and be consistent. If company can offer all this, they can be assured that they will stand out among the rest of their competitors in the global market.