Providing excellent customer service is an essential component of any successful business, and the foundation of excellent customer service is human interaction. A recent study found that 67% of consumers would pay more for a brand that offers great customer service. Good customer reviews can help you attract more customers and build a positive image for your business. They can also influence potential customers to purchase from you, because they’ll think that your company is trustworthy and cares about its customers.
Customer Service Is The Primary Reason For Your Company’s Existence
Good customer service is essential to the success of your business. It encourages repeat purchases and makes customers more likely to spend money. According to research, 71% of consumers would break a relationship with a company because of poor customer service. In addition to providing a better buying experience, customer service helps to retain existing customers, and increases revenue.
A satisfied customer is your company’s most valuable asset, so you must strive to provide great customer service. This means providing exceptional value and putting yourself in the shoes of your customer. It also means treating your customers like family, which means going out of your way to make them happy.
It’s Made Up Of Humans, Not Robots
Customers service is provided by people, not robots. For example, a robot assistant can’t answer a simple question if the answer isn’t available. This is not a problem. However, if the robot doesn’t know how to solve your problem, it could cause customers to lose faith in you.
According to a Boston University study, 80% of people are unhappy with the way a business handles their problems. Customers find it frustrating to be able to navigate through a phone menu and talk to robots. Many times they end up repeating their problem, which can be extremely frustrating for both the customer and the business.
It Is A Key Component Of Great Customer Service
When it comes to providing good customer service, communication is key. Customers want quick and clear responses to questions and concerns. A natural tone of voice is also essential. They don’t need to be given detailed explanations about the company’s policies or procedures. They just want to resolve the issue as quickly as possible.
When you provide excellent customer service, you should always strive to surpass your customers’ expectations. You can do this by focusing on the core principles of quality and transparency. This will increase your chances of retaining and building loyal customers.
It’s A New Era Of Innovation
The digital age has revolutionized customer service. More than ever, companies want to be different and surprise customers. This can be achieved by making their products and services more intelligent. Companies are also making use of the internet of things to make their services more efficient. This allows them to send content to customers in real time.
Consumers expect instant gratification. They expect a response within an hour. This should also be true for weekends. Companies that are able to provide such immediacy will win the long run. Consumers are no longer tied to a single channel; they can shop online or browse in-store. They can also post feedback and ask questions via social media.
It’s At The Front Line
It is essential that your company has a clear customer service policy. It should address all aspects of customer service, from how quickly you can answer the phone or website to how you deal with angry customers. The first step in developing a policy is to put yourself in your customer’s shoes. You should brainstorm scenarios that your customers might face and then develop appropriate responses. Include staff members in the process to generate fresh ideas and improve buy-in.
Your business will be more competitive if you invest in customer service. Happy customers are more likely to refer your business to their friends. However, unsatisfied customers will tell up to 16 people about their experience. Investing in customer service will reduce employee turnover, which is crucial if you want to keep your customers.