It absolutely goes without saying that GREAT customer service is the backbone of any business. In this age of technology, for better or worse, a business can be made or broken by customer reviews. A single swipe on a phone app after a bad customer experience and a customer can leave a bad review that can be potentially damaging to your business. Needless to say, it is important to not let the ball drop when it comes to this aspect of your company. Having a reliable, top-notch, customer service team in place is essential to promote quality customer service and provide customers with what they have come to expect and require from businesses.
A high standard of customer service ensures customers are receiving the best experience possible when engaging with a business. Companies should invest in customer service to show their commitment to customer needs. Customers want to know that they are being taken care of and that their needs are prioritised by the company. Valuing customers’ needs is a critical part of a successful business strategy. This is demonstrated by Apple whose products are often less advanced and more expensive than that of their rivals, yet, due to their high standard of customer service behind their famous “Genius Bars” leaving the client feeling valued, customers time and time again choose Apple as their number one product Making Apple the biggest company in the world.
Moreover, customer service is key to building relationships and creating brand loyalty with customers. A friendly and helpful customer service staff provides an opportunity to boost customer satisfaction. This is especially important in e-commerce (where online scams are rife), as customers need to have confidence in the company before making any purchases. Having a knowledgeable and helpful customer service team can help boost customer retention and create those all-important customer rapports…
It is these rapports that are essential to upholding a brand’s reputation. Word of mouth is often the most powerful form of advertising (it is free too!) and having a reliable customer service team can result in positive reviews and feedback. A customer service team has the power to turn a negative experience a customer may have had into a positive one, ensuring they leave happy and satisfied. This can result in potential customers becoming more likely to purchase products or services due to the positive experiences of existing customers.
The moral of this article for a business owner is do not overlook your customer service standards. Invest in your service staff if you have them, if it is just you running the business, ensure your customers are well taken care of, create loyalty and trust. Your customers are your most powerful tool as a business. After all, happy customers, healthy business.
