Sunday, March 15, 2015

The importance of customer service in the business

Centuries ago, businesses don’t train employees for servicing customers. Mostly, they thought that customers come and go; customers buy something when needed and leave the business anyway. So, businesses before didn't take time to get customer’s attention. Being nice to customers or not doesn't concern with the business, not until this generation.

Due to gigantic competitors, a business must compete from giving best service to customers. This is one of the factors that a business can survive today. This is to take time to differentiate from the competitors. This is not just about greeting and serving customers. It is more on going beyond for the customer: doing everything possible to exceed customer’s expectation, making decisions that customers can benefit more, sometimes even at the expense of the business (to consider potential customers in the future).

Customer service is not about giving the business to customers. One must need to know when the business slogan “customer is always right” applies. I’m sure you know when it’s not right, when the customer is taking advantage or becoming abusive. They may not always right but they are still customers. Therefore, even if they become abusive or they use foul language to you, you do not need to do the same.

Customer service doesn't involve to only one aspect. This involves the entire aspect of the business operation:

-        - Telephone service
-        -  Counter service
-        -  Product/service information
-        - Taking orders
-        - Documentation follow up
-        - Managing payments, complaints, service culture
-       -  Making repairs
-        - Visiting customers

Customer service is a common sense, the key is to HELP. It doesn't need to be an obvious marketing tactics. It is about giving immediate actions to frustrated customers, not letting customers become frustrated, and attending to customer’s feedback right away. It should be the kind of service to tell to customers about the company and its employees. Soon the customer in return may acquire new customers via word of mouth referrals.

The key to quality customer service is not in offering tons of service but in building relationships. This encourages customers to come back over again to the business when they feel they trust the company and its employees, when they feel they’re more than the customer, when they receive a treatment that they expect to be treated.

Reliability is a foundation for a customer to trust the company. When customers believe on the company’s promises and such promises are delivered properly, customers will surely continue with the business. If the company can’t make definitive plans, or if the company believes that what the customer’s asking is impossible, then the company shouldn't promise. It is better to explain to the customer what the company can do and not, rather than destroying customer’s confidence after expectations.

Sometimes, it’s tiring and humiliating to hear about the things when the business failed to meet customer’s expectation. But, listening to the customer is the key to improve the service. Responding to a customer complaint can make a difference. Customers may feel the importance in the business. Even if it’s not beneficial financially to customers, the fact that the company is trying to help, it can relieve customers.