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.
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