Why Customer Service is so Important.

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Dealing With Customers...

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Why Customer Service is So Important?

This is the Business Teacher resource page, for customer service. Read through our guide to dealing with customers, and find out why customer service is so important.

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Why is Customer Service So Important? 

YOUR OBJECTIVE: TO WIN AND KEEP CUSTOMERS!

Whether you own a shop, run a bar or work in a telesales environment, customer service is a key part of business.

By maintaining good customer service, you will be keeping customers - which in the long run is quicker, easier and cheaper then finding new ones!

    The Difference Between Internal and External Customers:-
  • INTERNAL CUSTOM: colleagues, shareholders and other stakeholders.

  • EXTERNAL CUSTOM: consumers and businesses who buy goods and services.

Marketing Vs. Customer Service 

Why customer service is a good marketing tool

Good customer service is much cheaper and far more effective then obtaining new custom through expensive marketing ploys.

A satisfied customer that has purchased a product from you, or used your service will tell friends and colleagues about their experience. Generally, happy customers will recommend your business to others.

However, if you, or your team do not keep customers satisfied, and they leave unhappy, they are far more likely to warn others to stay away from your business.

Word of mouth is the most cost effective marketing tool, but can also be the most detrimental if you are not looking after your customers needs.

Handling Complaints 

Who should be dealing with complaints?

Customer complaints should be dealt with as quickly and discreetly as possible. The customer should feel like you are doing everything within your power to resolve their problem. Sometimes going 'the extra mile' to resolve a complaint will actually win back customer loyalty, and ensure they visit your business in the future.

Helping customers could actually win new prospects. If the disgruntled customer tells their friends, family and colleagues about how you resolved their problem it could spark an interest in your business, and attract those who were wary of using the service, or buying the goods in the first place.

Larger businesses have a separate customer service team qualified to handle customer complaints and queries. However, every member of staff must also be trained in customer service to combat potential problems which could arise in the future.

Staff members should be trained to think like their customers, and to put themselves in others' shoes. Thinking 'what resolution would I expect?' or 'how would I expect to be treated in this situation?' is a good way of finding the best solution for a problem.

Want to learn more? 

If you'd like to learn more about customer service....

Why is customer service so important?

This article, and many others about the people involved in business (staff, managers and customers) can be found at http://www.businessteacher.org.uk.

Business Teacher is a resource for business students, learning business studies.

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