The following are the advantages of providing excellent customer service in your small business:
- To Provide solution to poor service
- Ensure customer satisfaction
- Meet the needs of customers
- Help customers or potential prospects regarding the use of new products
- Build and maintain strong business relationships
- Keep existing customers
- Attract new customers
- Bring back those customers who have left you
The Purpose Of Customer Service
Customer service is all about helping customers before, during and after a purchase.Poor customer service is a well known cause of business failure. Customer service is the hub of your business. So it is where business is won or lost.
You may promote your staff or provide products or services of the highest possible quality, if your customer service is bad, you will only remain in business for a short while.
This article is, therefore, focusing on the advantages of providing excellent customer service in a small business such as yours.
Provision of solutions to poor service
There are many advantages in providing excellent customer service to your customers. For example, your customer service reps should be able to:
- Resolve all customer-related issues
- Clear complaints, worries or fears customers may have that they may never get solutions to their problems.
- Customer service reps should be able to answer customers’ questions quickly and correctly without referring to the boss for instructions.
Firstly, another advantage of providing excellent customer service in your business is that you should always be to :
- Give customers satisfaction
- build confidence in your customers
- Recommend your business to their family, friends and associates.
Do not forget that customer customers rely more on recommendations from those who have bought from you in the past is more powerful than your ads in the media.
Customer service: Resolve customer complaints
Often times, you will come across complaining customers. Some customers may be very difficult to please.
This is the reason why you need to provide excellent customer service to meet the needs of diverse customers; the good, the bad and the ugly.
Moreover, another advantage is that you might hear from complaining customers, some new ideas that you probably thought of before. You can then tap into them to improve your business.
Furthermore, do not forget that only about of 5% of customers will complain to you if they are not satisfied. These are the customers who still like to do business with you.
The remaining 95% will simply walk away without a word. They walk away because they do not want to complain. This is why you need to provide excellent customer service in your business.
Enables You To Meet the needs of customers
Firstly, another advantage of providing excellent customer service in your business is that you should be able to:
- Effortlessly meet the needs of your customers.
- Keep your existing customers.
- Meet and exceed customers’ expectations
- Get a good number of repeat and loyal customers.
Furthermore, you to be able to retain repeat customers. They are the most profitable segment of your customer base. You need them more than they need you.
Most importantly,when you meet the needs of your customers,they will not have any reason to look elsewhere for their needs. They will stick with you both in good and rough times.
Customer service: Helping Customers
There are many advantages in providing excellent customer service to customers. The following are just but a few:
- You should help customers in any way you possibly can.
- Give customers useful information that should help them to improve their businesses
- Call or visit them to find out how they are doing
- Interact with customers regularly to know how they feel doing business with you.
Another advantage of excellent customer service is that you might get useful feedback from your customers.
The feedback you get from customers should let you know areas of your business where you need to make improvements..
Build business relationships
Still, another advantage of providing excellent customer service is that it should help you to build lasting business relationships between you and your customers.
Furthermore, excellent customer service should help you to build trust in your customers. Remember that business is based on trust and connections.
Helps To Get You Referrals
Yet another advantage of providing excellent customer service in your business is that satisfied customers might give you referrals and recommendations.
However, you should remember that only satisfied customers will recommend your business to their family, friends and associates.
Customer service: keep existing customers
A major advantage of providing excellent customer service is that it should help you to retain your existing customers.
Most times, customers can be really slippery. In other words they move from vendor to vendor shopping for better deals.
Therefore, you need to provide excellent customer service to enable you retain your existing customers so that they do not slip away from you.
Helps To Attract New Customers
Still another advantage of providing excellent customer service is that it should help you to attract new customers.
Most importantly, excellent customer service should help you to make more sales and profits. In addition, you should be able to make more profits which you need for your business to grow..
Customer service: Word of mouth
Another great advantage of providing excellent customer service in your business is that it should enable satisfied customers to use word of mouth to spread the good news about your business.
Word of mouth marketing is effective and it is absolutely free. So let customers will talk the talk for you. And talk is free!
Helps To bring back lost customers
Excellent customer service should enable you to win back customers who have left you for one reason or another. You need to get these customers back into your customer net.
Some of your early customers may have left you due to poor customer service. But when they hear that your customer service has greatly improved, some of them might come back to you.
Customer service: Competitive Edge
The advantage you get by providing excellent customer service is that it should help you to meet and overtake competitors in your line of business.
Finally, as I have often said, business is war and the common enemy is competition. Therefore, you should use excellent customer service to fight and defeat your competitors.
By Samuel Ijenhi
CEO of Ijenhi Business Solutions
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