Tweet Product and price are inseparable in the sales equation, however, selling on these attributes alone will not support longer-term sales growth. Prospects and customers are motivated to seek value. A well supported sales team is able to generate consistent experiences of value.
Several high-profile companies have been in the news of late, finding themselves in the spotlight because of poor customer service policies. What Is Customer Service?
Customer service consists of a collective set of policies that govern every way you and your employees interact with your customers. It encompasses everything from how much parking you have available to how you greet customers, handle service complaints, and back up your product or service.
At its core, quality customer service is about making sure your customers feel they are valued, treated fairly, and appreciated by your business.
Tip Customers frequently share their opinions of businesses online and through social media, which means even one wrong move or perceived slight — especially one caught on camera — can spread quickly and damage your business.
Why Customer Service Is Important A lot of businesses just like yours are competing for customer dollars and customer loyalty. The important part of customer service is in keeping the customers once you bring them in.
It costs significantly more to attract new customers than it does to take care of the ones you already have. Tip Customer service is important to reducing turnover. Employees who have to deal with unhappy customers are unlikely to enjoy their jobs for long and may leave to seek more hospitable working environments.
How to Provide Exceptional Service Good service starts with your attitude and employee training. After all, good service works from the top down, and employees who are specifically trained in the art of quality customer service are far more likely to represent your company in the way that ensures satisfaction and repeat business.
Develop customer service policies: Implement service policies that address every conceivable aspect of the customer experience. This includes how quickly your phone is answered or your website or email questions responded to, how many cashiers you have on busy days, how generous your return or exchange policy is, and how you handle irate customers.
When you interview candidates, ask them what quality customer service means to them. Pose sticky customer scenarios and ask them how they would respond to the situation.
This gives you an idea of whether the people you hire for your front lines will represent your business in a way you find acceptable. Provide customer service training: Train your employees on customer service policies. Role-playing works well with one staffer acting as the customer and another as the staffer.
Moderate the session to offer your take on what the role-players did right and where they can improve. Survey Your Customers Another way to gauge service levels is to invite customers to give you an honest assessment of the type of service you and your employees provide.
Do this via surveys, focus groups, or by having an online or in-store comment box available. Carefully review compliments and complaints and look for common threads that can be addressed and improved upon.
Ask your employees to keep you apprised of the most common complaints and compliments they receive and strive to do less of the former and more of the latter. Consider rewarding staffers for exceptional levels of service as well.
This encourages not only compliance but also above-and-beyond efforts.The Importance of Customer Satisfaction. By. You need to keep delivering value time and time again.
No-one can deny the importance of focussing on customer satisfaction. Keeping your customers happy and loyal means .
Customer service isn’t just about being courteous to your customers – it’s a vital element of business operations that can impact your bottom line and affect how your company is viewed in. Quality Service Is the Competitive Advantage of Small Businesses. Small businesses have fewer opportunities to provide value to customers compared to large-scale organizations that can offer cheaper prices based on volume and a larger selection of goods.
5 Steps to Creating More Customer Value By focusing efforts on your best customers, you can increase customer value and grow your business. By Karl Stark and Bill Stewart Co-founders, Avondale.
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Customer Lifetime Value: The Path to Profitability (Foundations and Trends(r) in Marketing) [V. Kumar] on timberdesignmag.com *FREE* shipping on qualifying offers. Customer Lifetime Value - The Path to Profitability reviews the CLV metric in particular.
Approaches to computing CLV and the concept of customer equity are discussed in detail. Specifically.