After products and services, customer service is the most important part of running a successful business. Why? Because it retains customers and extracts more value from them. Almost 70% percent of customers tend to spend time and money on a brand offering excellent customer service (HubSpot).
And, in order to enhance customer service, it is imperative to first build a deep understanding of what exactly it is and then come up with a strategy accordingly. It is not just being courteous to all the customers physically visiting your store. There is more to it. Customer service is largely what goes behind the scenes. Yes, we are talking about how well you treat your customers on social media pages, website comments, and live chats.
You do not just need to solve customer queries and issues, but also ensure to cater to them in a timely manner. That will essentially add to how you will be viewed in the public eye. So, get a great internet connection with affordable deals and never delay customer issues and queries. In this regard, Spectrum, is known for its fast and reliable internet, offering up to 1 Gbps speed. You can search and see if it is available in your area or look for other options, but make sure to not compromise on the internet speed. After all, you do not want your customers waiting a whole week for a single query.
Having that said, this article sheds light on everything you need to know about the importance of customer service. But before we get to that, let us first start with what exactly customer service is.
What is Customer Service?
Everything from how you handle your product or service complaints to how you greet customers is a part of customer service. To provide quality customer service, businesses need to make sure their clients feel valued, treated fairly, and appreciated often.
Pretty simple to understand, right? But is it easy to implement, as well? Not really. Thus, one should be really cautious about it.
Why is Customer Service Significant to a Business?
1. Increases Company Revenue
Are you ready to increase revenue in no time? Then, keep up with the customer service trends. Though it mainly depends on the industry you work in, it costs five times more to get a new customer instead of retaining an existing one.
If a customer has a query, know that you need to solve it before things take a wrong turn. And believe us, that can happen in the flash of light. How? Suppose a customer does not like a service you are offering. There is a great chance that he/she will immediately tell ten other people how the customer service sucks in a matter of a few hours, sometimes minutes. Therefore, it is never wise to lose a customer because of customer conflict or heated arguments. Always go with the “customer is never wrong” belief. Apologize and the customer will stick to the brand no matter what.
Keep in mind that there are other brands selling the same product or service. If you cannot keep a customer, they will immediately look for other options, so it is not their loss, but yours.
2. Helps Convert Prospects
Like we said before if you cannot take care of your potential customers, others (competitors) will. It is the job of your customer service team to convert a visitor into a buyer within seconds. Your sales revenue will increase if you treat your customers well and create positive interactions.
How will customers keep returning to your business? It is as simple as it sounds: Ensure to exceed their needs and strive to keep them contented. Remember that a little time and attention can go a long, long way.
3. Eases Customer Conflicts
No matter how big or small your business is, you will face customer complaints soon or later. You do not have to freak out because it does not only happen to you. Even huge brands that have millions of customers experience it. So, what is the way out?
We repeat, it all depends on how you handle them. That is the only thing that will set you apart from the rest and get you on the top again.
Always remember that when a customer complains, he/she is trying to tell you where you went wrong or failed as a business. Take it as positive criticism and look for ways to improve it in the future. If you make a mistake, acknowledge it immediately and try to make it right. Customers who complain should not be treated personally, even if you think they cross the line and become hard to handle.
Stay professional and avoid escalating complaints. Remember that if you resolve customer complaints timely, they might become even better customers. Work on that instead of taking it the wrong way even when it is hard at times.
4. Reduces Employee Turnover
Focusing on customer service not only helps you keep customers, but also reduces employee turnover. In other words, employee turnover is inversely proportional to great customer service. The better the customer service, the lower the employee turnover.
Your workers notice great customer relationships and instant customer conflicts. They feel great to be part of a team or organization that values responsibility. When that happens, employees feel relieved because they believe they will be looked after as well, and that is what keeps them working through difficult times.
However, for reducing employee turnover, one must also be great to employees along with the customers. Go with the “set an example” ideology. You should treat your employees the same way you behave when dealing with a customer by showing them the same level of respect and tolerance. Show your employees how you handle a customer’s complaint. After a bad situation is resolved, do not speak negatively about the customer. By doing so, you are inadvertently saying it is OK to be a phony. It is up to you to show your employees what is true.
5. Improves Brand Profile
It would not be wrong to say that when you consistently provide exceptional service to your customers, your brand value increases.
The power of word-of-mouth advertising cannot be understated. The reputation of your brand is the most important reason why customer service is important, and that can only be instilled through continuous attention given to the potential customers. It will also go up on your website and other social media handles as customer reviews. You already know the power of online reviews. They could literally make or break a business. More than 90 percent of the people check customer reviews before making a purchase, and sometimes, before even visiting the website.
Instead of chasing short-term revenue, focus on building a brand with integrity, which can only come with great customer service.
Wrapping it Up
Customer service is crucial and it is a deciding factor of how well you perform in the market. You might have the best products and services out there but if you cannot treat your customers with respect and care, it is worthless.
It all comes down to what impression customers have of your brand and it is imperative to be sensitive about it. Whether you need to give a training session on customer service to your employees or implement strict customer care policies, do that today. Make sure no compromises are made on customer care. You will be surprised by the results, for sure!