Customers who receive excellent service will improve the bottom line of your business by returning to you with repeat business. Four out of five people are more likely to work with a business after receiving good service. But what happens when you get customer service wrong?
Good customer service keeps customers coming back. Bad customer service keeps customers away. It is important that a business have effective and pro-active customer service personnel and a good policy.
Ultimately, bad customer service can cause the closure of a business. Identification Customer service is listening to the needs and wants of the customer and striving to meets his requests in a polite and professional manner.
Whether the service is offered in person, via email or over the telephone, a customer service representative must also help a customer identify needs that they might not have considered and anticipate possible future needs for the customer.
Needs Go Unfulfilled If a customer does not feel that his needs are being addressed or that the business representative is more concerned with what he feels the customers needs than what the customer is requesting, the customer is less likely to buy from the company.
This will have a immediate impact on the bottom line. Decline of Word-of-Mouth Sales When customers are unsatisfied with either the product or service a company offered, they will not recommend the company to others.
The customer might also go as far as to recommend others not patronize the business based on their negative experience. This will affect sales and could lead to financial problems for the business.
Decline of Repeat Customers It costs less to retain current customers than it does to attract new ones. Good customer service keeps customers happy. If needs go unmet, or the acknowledgment of a less-than-stellar product is lacking along with an attempt to satisfy customers, customers might buy from the business once, but will not return.
If a company has to spend a constant portion of their operating budget attracting new customers, it can lead to a cash flow problem, which can be the death knell for a business. Considerations When offering customer service, the offer must be genuine. Business representatives must remember that without customers, the business would not exist, nor would their jobs.
Customer service staff must remain polite and conciliatory, even when faced with an angry or rude customer. The salesman with a great pitch but who lacks customer service skills will not produce over the long haul.
References 1 BizWatch Online: What Is the Definition of Customer Service? About the Author K.
Francis is a freelance writer with over 20 years experience, and a small business consultant and jewelry designer. Her jewelry design company, KAF Creations, has been in operation since Photo Credits customer service image by Kurhan from Fotolia.Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: The current research study attempts to find the impact of customer satisfaction on customer loyalty and intentions to switch.
The data were collected from customers visiting the businesses to become highly customer-centric, that is to put the customer at. Win customer loyalty. That may sound odd, but there is enough academic research to affirm that corporate social responsibility (CSR) has some ability to induce or increase customer loyalty.
(CX) and customer loyalty.
We built three simple models to estimate the impact that customer experience has on three loyalty measures: willingness to consider the company for another purchase, likelihood to switch business, and likelihood to recommend.
#is report shows the results that our models predict for . The Business Impact Of Customer Experience, y Maxie schmidtsuramanian, March 2, For Customer experience professionals Key TaKeaways Customer experience Correlates To Loyalty Forrester once again found a high correlation between customer experience and consumers’ loyalty to a company.
Firms with high Customer Experience Index (CXi). These top customer loyalty program ideas from the pros will show you how. Keep customers loyal to your brand with the best customer loyalty programs.
When readers buy products and services discussed on our site, we often earn affiliate commissions that support our work. The Business Impact Of Customer Experience, y Maxie schmidtsuramanian, March 2, For Customer experience professionals Key TaKeaways Customer experience Correlates To Loyalty Forrester once again found a high correlation between customer experience and consumers’ loyalty to a company.
Firms with high Customer Experience Index (CXi).