Quality customer service is vital for any business to stay alive. It is important to not view customer service as one facet of the company, but as the underlying force that keeps the company running.
Customer service can range from handling payments or answering questions to avoiding a major lawsuit from a flawed policy or transaction. It might seem obvious, but customer service is essential to the success of a company because it has the greatest and final impact on the consumer, since it is the only contact the consumer has with the business.
The impression a customer or business partner develops of a company is, in essence, the definition of the company’s brand. A company can advertise discounts, quality and competitive advantages of its products and services, but if those products and services are served with a bad attitude or poor communication, the actual purchase no longer matters. If the customer feels neglected or insulted, he or she might consider shopping elsewhere and informing others to do the same.
Great customer service creates a consistent conversation between the customer and the company. With the rise of social media, customers are more vocal than ever and want to be heard. Advantageously, companies can use these websites to post surveys and polls, or to read through posts that reveal the true opinion of their shoppers. Consequently, consumers have the ability to post negative feedback on a social platform, visible to millions of readers. If a company fails to address the issue directly, there is a great potential to lose prospective and existing business.
Having great customer service could be the difference in gaining, keeping or losing business!