Why you should make Good Customer Service a Priority for your Company

Customer Service is a back burner issue for many companies. They feel they have the product so will attract customers. In a sense this is true, but the consumer has choices, so why would they come to your company when they can get the same product elsewhere? This is equally true for HealthCare, Banking ,Call Centers, Retail and Restaurants.

Good Customer Service is the key to a company’s success. You should be working to increase profits and to make your company stand alone as one of the better, if not, the best in your industry. The facts speak for themselves:

Ø 68% of customer defection takes place because customers feel poorly treated

Ø It can cost 5 times more to advertise for new customers than to retain existing ones

      Ø 1% cut in customer service problems could generate an extra $16M in profits

          for a medium sized company over 5 years

Ø A typically dissatisfied customer will tell 6-10 people about the problem. A typically satisfied customer will tell 1-2 people

Ø If you resolve a complaint on the spot, 95% of customers will do business with you again

The company should have a Customer Service policy that works. Not an assumption that the employees that are hired, inherently know what good customer service is. It does take training and it does take constant follow up.

Your first level employee is the first face of the company that the customer sees or hears. It takes just 7 seconds for a customer to decide on the kind of company you are, whether you are the company they want to do business with. First impressions are important.

You know from personal experience, if you are comfortable and have good customer service you are likely to purchase more. A customer that does not get good customer service might just purchase the 1 item they came in for and leave, but a customer who receives good customer service will browse and maybe pick up a few more items.

Customers do deserve that extra time and attention and are discerning; they can see a company that goes through the motions of good customer service and a company that genuinely cares about their customer.

Good Customer Service should be a Common Goal.

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