Ex­cel­lent Cus­tomer Ser­vice - A com­pet­i­tive ad­van­tage

Cus­tomer ser­vice be­comes even more im­por­tant in this in­stance as this al­lows cus­tomers to per­ceive and hence pub­licly dis­cuss all is­sues per­tain­ing to their ex­pe­ri­enced with your or­gan­i­sa­tion.

Observer on Saturday - - Analysis & Opinion - With: Phat­simo Mb­hamali - Tafa (Cer­ti­fied Cus­tomer Ser­vice Spe­cial­ist)

In to­day’s highly com­pet­i­tive mar­ket, the one as­pect that may be able to dif­fer­en­ti­ate your prod­uct from com­peti­tors is cus­tomer ser­vice.

Good cus­tomer ser­vice is nec­es­sary to the suc­cess of any busi­ness.

It is im­por­tant for each or­gan­i­sa­tion to have a set of cus­tomer ser­vice stan­dards.

Deal­ing well with the ser­vice de­mands of your cus­tomers can prove valu­able for an or­gan­i­sa­tion’s rep­u­ta­tion, whilst ig­nor­ing com­plaints may cause huge prob­lems.

Peo­ple gen­er­ally ex­pect im­me­di­ate so­lu­tions to their prob­lems and not meet­ing this ex­pec­ta­tion may cause a com­pany’s brand to suf­fer rep­u­ta­tional dam­age if they are per­ceived as not tak­ing ac­tion when a prob­lem arises.

Good cus­tomer ser­vice is not only eth­i­cal but ben­e­fi­cial to your or­gan­i­sa­tion. Whether your brand is big or small, a busi­ness will not sur­vive long with­out cus­tomers.

With the in­creas­ing use of tech­nol­ogy, we have easy ac­cess to so­cial me­dia, which is also used by busi­nesses as a mar­ket­ing tool. Cus­tomer ser­vice be­comes even more im­por­tant in this in­stance as this al­lows cus­tomers to per­ceive and hence pub­licly dis­cuss all is­sues per­tain­ing to their ex­pe­ri­enced with your or­gan­i­sa­tion.

Con­se­quently, the more neg­a­tive com­ments from ex­ist­ing cus­tomers, the less likely po­ten­tial cus­tomers will de­sire to pur­chase your goods and ser­vices be­cause they do not de­sire to go through the same neg­a­tive ex­pe­ri­ence.

Fur­ther­more, the aware­ness of the di­rect link cus­tomer ser­vice has to profit or loss in busi­nesses has in­ten­si­fied.

Some of the rea­sons are that, it is more costly to ac­quire new clients (ad­ver­tis­ing), than to keep ex­ist­ing cus­tomers who are sat­is­fied with your ser­vice and pro­mote as well as mar­ket your prod­uct/ser­vices through word-of-mouth at no cost to your or­gan­i­sa­tion.

Over­all ex­cel­lent cus­tomer ser­vice shows clients that you care about them and cus­tomers who feel val­ued build trust and re­turn for more.

“A brand for a com­pany is like a QUOTE: rep­u­ta­tion for a per­son. You earn rep­u­ta­tion by try­ing to do hard things well.” Jeff Be­zos, Founder Ama­zon

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