In an online age when social media has become the number one way of communicating, whether this is Facebook, Twitter or WhatsApp, the customer service provision of your business needs to take centre stage. You may have the finest product in the world, but if you don’t deliver it on time or to the satisfaction of your customer, there are many avenues that your customer can take to let the whole world know about their experience. If you have a Facebook page for your business, they’ll leave you an unfavourable review and on Twitter, they will @ you with a hashtag detailing your poor performance. Your poor customer service will be noted by your potential consumer base, and you could find yourself wallowing in a pit of poor reviews. This is hardly conducive to increasing sales by 25% as detailed in your business plan. Take a look at these reasons why you should be making customer service the number one priority for your business.
Your Brand Vision
If someone has had a particularly positive experience with a company, they will tell their friends, who then go on to tell their friends and so on. Word of mouth marketing is one of the most cost effective ways of building the profile of your brand. If a company over delivers, then they are seemingly going the extra mile. If you know that you can deliver a product in two days, tell your customer you can deliver it in three. This way, you appear to have pulled out all the stops to get it delivered early.
Building a reputation based on trust and integrity is vital to the long term success of any business.
What If Something Goes Wrong?
Good customer service isn’t about getting it right all the time, it also encompasses your approach to customers when problems arise. Even though you try to limit hitches, things will occasionally go awry in your business processes.
It is imperative that you have a process to deal with negative customer experiences. The Peninsula business complaint procedure is a solid example of how transparent your business should be. Your customers need to know who to contact in the event of a problem, feel as if their issue is being taken seriously, and be taken through the complaints process step by step.
Don’t just pay lip service to customer service, as this simply won’t wash with the more savvy consumer.
If your customer service is exceptional, your sales will inevitably increase. Ask a consumer if they would pay a premium for a service or product provided by a company renowned for great customer service, the answer will be yes. If you can be consistent in your efforts to provide the customer with a positive consumer experience, then there is a greater chance of them becoming a repeat customer.
The power of good customer service cannot be underestimated in a technological age when the world appears smaller, and it is easier to make opinions about a company more visible across the globe. Make your company’s customer service one of the standout features of your business and experience the success that this brings.