The importance of quality customer service

Many companies in today’s business environment, offer similar products and services therefore, quality customer service can have a huge influence on attracting potential and retaining existing clients. Providing quality customer service is key to the growth and survival of any business.

Word of mouth

photo source:Vera Kratochvil

It is pointless to offer the best product at the most reasonable price to a customer unless you can also provide excellent customer service. If a potential customer is given poor service, they may stay with the business, but they will tell their friends and family about the lack of service provided to them. Word of mouth is a great way to ruin or build a business reputation. If the customer receives bad service on more than one occasion, they will undoubtedly leave immediately or as soon as a better deal comes along.

Training

The key to providing excellent customer service is training, consistency and follow up. All members of staff who deal with customers should have the same training on procedures. If a potential customer makes contact and is dealt with by the least knowledgeable person on staff, they may not be impressed with the service even though all the other staff are well trained. Consistency is important as first impressions count.

Customer complaints

If a customer has a complaint, this is another opportunity to make a good impression. Many customers will stay with a business they have a history with if their complaints and inquiries are dealt with in an efficient manor. If an inquiry or complaint is left unanswered, some customers will simply leave and look elsewhere. It is not their responsibility to chase up after the business that is supposed to be looking after them after all.

Customers, who are treated with respect and feel happy when they have dealings with a company, will return with repeat business. A good relationship must be established with the customer. If they feel angry and unheard, they will most likely look for another place to take their business. Going the extra mile for a customer will ensure the customer remembers how helpful the staff where and ensure they think of the business next time they need a product or service the business provides. Also telling their friends about the experience is a great way to reach potential new clients. Word of mouth is an inexpensive way of advertising and a good service story spreads quickly.

Providing quality customer service will guarantee happy customers who will return again and again and spread the good word, ensuring success and growth for the business.