You have probably heard the saying “the customer is always right”, and although this is not always the case, it does signify the importance of good customer service. The way an enterprise treats its customers can have a direct impact on revenue.
While the quality of your products and services shouldn’t be neglected, the way you handle your consumers should also be in focus. Here’s how great customer service can boost your bottom line.
Free Advertising With Word of Mouth
Word of mouth has always been an effective way to elevate a company. For an enterprise, this can be on a mass scale with online reviews quickly becoming the new norm. While it can be hard to encourage people to take the time to leave a positive review, it is possible. Creating a consistent company culture that focuses on customer service will give your brand a good reputation.
When customers feel as though a company genuinely cares, they will be more likely to tell their friends.
Encouraging Repeat Business
Why should an enterprise be satisfied with a one-time purchase when there is the chance of repeat business? When staff have a positive attitude, good body language and the ability to resolve issues quickly, customers are more likely to return.
Remember, business is competitive, and the one thing that could set your brand apart from your competition is the service.
How Technology Can Help
For big businesses, maintaining a high level of customer satisfaction can be a challenge. It requires streamlined processes and customer engagement. One strategy which can be used to complement other efforts is call center software. This can be a cost-effective solution to support live or automated, inbound or outbound communication.
With customers connecting with companies in a range of ways, your call center software should reflect this. Choose a solution which can not only accept and respond to traditional calls, but SMS, social and email enquiries as well.
Face to Face Is Still Relevant
While digital correspondence is becoming more common, most companies offer a face-to-face service. There are customers who prefer to deal with a real person, and this gives brands the opportunity to make a lasting impression.
Every customer wants to feel important, and a friendly face and personalized service can make their experience a positive one. When a customer feels supported and welcome, they are more likely to spend their money.
Staff Training Should be a Priority
Staff who ignore customers or seem bored or unwilling to help will have a negative impact on your company revenue. Customers will either walk out, hang up the phone or use a competitor’s business in the future. Sometimes this could be an oversight due to poor training and inadequate systems. Train your staff on the correct way to deal with complaints and the expectations of the company. For larger enterprises with multiple locations, a standard of service throughout all branches will help to maintain a national satisfaction rate.
When hiring new people, experienced staff may be more expensive in the short term, but the improved customer service could make a real difference to profitability.
Customer service can directly impact company revenue. Good customer service encourages repeat business, word of mouth referrals and reputation of the brand. Whether it is face to face, on the phone or online, maintaining the same level of outstanding service is essential to company growth. Consider using technological solutions such as call center software to help maintain high levels of customer service.
More on this topic: Customer-Pleasing Tips for Businesses in Today’s World