The Basic Benefits of Good Customer Service and Satisfaction
Customer Service is a kind of complex business entity that is very easy to understand but difficult to do. Many of us must have had bad experience with customers and we know that it is not good and fun to have a negative customer service. It could be because expectations are not met when you are on the other side of the phone line.
A lot of studies have shown that strong customer service pays a great dividend to an organization in terms of long-term stability and growth. This could be one of the basic reasons why the majority of companies employ a customer relationship management system (CRMS) that help to keep customers happy.
You are bound to see various blogs and articles criticizing the customer services of many top companies. Reading these blogs and article will give you a clear view on how much important this customer service is for an organization. Below are some of the important benefits of customer service-
One of the major benefits of customer service is having customer retention. Customers who are satisfied and happy will repeatedly come back to you. For this competent, well-trained customer service representatives are needed to handle questions and issues. Now if the company doesn't have this, then a good CRM solution can reassure customers that their needs will be met. Those representatives who excel in listening and understanding customers go a long way with the customer resolution issue. Support desk representatives that strive to help the customers can ultimately lead to better customer satisfaction.
The most important indicator of quality customer service is customer loyalty. In this regard customer loyalty means what the customer feels and thinks about the service offered to him or her. We all know that customer retention occurs when a product or service is consistent with what it is supposed to do and the result that is expected. Usually the result is steady revenue along with consistently fulfilling customer's expectation. Naturally it increases the customer's loyalty. A recent study has shown that many customers leave a product or service for a competitor because of a bad service experience.
Typically customers will always talk to people about the negative customer service experience than the positive experience. This negative feedback of customer service spreads like a forest fire because of the availability of high speed internet which is a part of the deals like Xfinity Deals; offered by service providers. However, if you reward customers for their loyalty with rebates, coupons, freebies, etc; they will feel valued for their choices and continue to remain a consumer of the company's product and services.
A good and quality customer service relieves pressure on the organization to attract new customers. Lots of statistics has shown that it costs more to gain new customers that it takes to retain existing ones. Here is the benefits of customer service comes to play. A thorough customer service program will help to maintain an existing customer base rather than lose a percentage of it.
If your organization can out-perform and do better than the competitors in customer service, most likely your organization will be one of the leaders in the industry. Interestingly, don't assume that if a company offers product and service at a higher price than competitors, it doesn't mean it will lose its customer base. A recent study that was held in the US has shown that most customers left a service provider for their poor customer service rather than high cost.
Customer service representatives who understand how much important their job is and that they are the face of the company will help them communicate with customers on the other side of the phone. Proper training in handling phone calls and trouble-shooting issues can promote job satisfaction, which translates into longer employee retention.
Customer service and satisfaction are some of the things which every company tries to do so. They spend huge revenue and time for it with the great anticipation that it will be beneficial in a long run.
Mark Bennett - About Author:
Being a freelance writer and active blogger, Mark likes to share his thoughts with the rest of the world and to sources out some great services that of Xfinity Deals. According to him customer satisfaction and service are the key things that play a major role in the development of the company.
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