Customer Service

 

Why is Customer Service Important?

Customer service handles company issues in stores, over the phone and even by email. Companies that produce highly technical products, such as software or satellite television, often have technical support staffs to resolve problems. Customer service is important to an organization for a number of reasons. Foremost, it would be difficult for a company to survive without customer service, as there would be no one available to handle payments or answer questions from prospective customers.

Significance

Customer service is important to an organization because it is often the only contact a customer has with a company. Customers are vital to an organization. Some customers spend hundreds and even thousands of dollars per year with a company. Consequently, when they have a question or product issue, they expect a company's customer service department to resolve their issues.

Identification

Customer service is also important to an organization because it can help differentiate a company from it competitors, according to the article titled "The Importance of Customer Service" at Drew Stevens Consulting website. For example, it may be difficult to tell the difference between two small-town drug stores, especially if their prices are similar. Therefore, putting extra efforts into customer service may be thing that gives one drug store a competitive advantage.

Function

A company with excellent customer service is more likely to get repeat business from customers. Consequently, the company will benefit with greater sales and profits. Contrarily, companies with poor customer service may lose customers, which will have a negative impact on business. It costs a lot more money for a company to acquire a customer than to retain them, due to advertising costs and the expense of sales calls. Therefore, the efforts that go into maintaining quality customer service can really pay dividends over time.

Publicity

People that have a positive experience with a company's customer service department will likely tell two or three others about their experience, according to Consumer Affairs website. Therefore, quality customer service can be a source of promotion for organizations. Contrarily, a person who has a bad customer service experience will likely tell between nine and 20 people.

Prevention/Solution

Customer service is important to an organization because of potential complaints. Consumers can file a complaint with the Better Business Bureau, Consumer Affairs or even a class action attorney if they are dissatisfied with a company's customer service. As long as a customer owns a product, they expect to be able to service it. Otherwise, they have certain rights to sue the company, as consumers are protected by the Federal Trade Commission.

 

 

Providing excellent customer service

1. The Associate and the Store Front

   • 1
     Think of what it means to be a customer--what it feels like when you walk into a retail store. What do you expect from an associate? Whether you're coming in to browse, make a purchase or return an item you want the same quality of service--excellent.
   • 2
     Start by dropping whatever you're doing when your customer enters. Your customer is your number one priority.
   • Smile. The very first thing a customer should see is a smile.This creates a warm and welcome first impression.
   • 4
     Use a welcome message. Say your store's greeting with a pleasant and upbeat voice. Your voice should not be monotonous, it should have inflection.
   • 5
     Be consistent. Every customer must be greeted.

   The Shopping Experience

   • 6
     Be available. It is not necessary nor is it advised to hound a customer or follow them around. However, make yourself available for their needs, periodically checking on them but careful not to interrupt their shopping experience.
   • 7
     Know your product. Your customer may very well ask you for your advice. You should know what you're talking about.
   • 8
     Lend your expertise, if asked, for item choices. Make honest suggestions, not suggestions just to make a sale. Being genuine will help you receive the customer's trust in your taste and opinions.

   The Fitting Rooms

   • 9
     Continue to be available. Make sure you don't forget about your customer in the fitting rooms. Consistently check on them but don't become annoying.
   • 10
     Lend your advice when asked.
   • 11
     Be honest but polite. If a customer asks your opinion in the fitting room be honest. If the item is not a good fit, politely let them know, then suggest a better fit.

   The Register and Exit

   • 12
     Ask the customer did they enjoy their shopping experience and find everything they needed OK. You should actually be listening to their response for personal and store feedback.
   • 13
     Try to expedite their experience at the cash register as quickly as possible and don't forget to tell them to return to your store for any further shopping needs.
   • 14
     Be sure to tell the customer on their way out to have a great day and reinforce that they return soon. Don't forget that smile either.
   • 15
     Think about all of these practices throughout your day as a customer service provider. If you have fallen short of any of them, be sure to make improvements as needed.