The Next 8 Things You Should Do For Customer Service Success

Henry Ford explained ‘The only foundation of authentic business is service’. In many companies, the customer service function sits outside the sales channel as it sometimes appears in some way inferior compared to sales. Yet customer service is integral to sales success. Without good customer service there will be no repeat sales, and repeat sales will be the most profitable revenue any business can generate.

The selling process is not complete merely because the customer has stated that he / she will buy your products or services. Throughout the entire selling process, the servicing of goodwill is essential, but even more so following the purchase. No matter your customer’s previous feeling towards your company, the experience they have after they have bought will have a substantial impact on future sales. Customer support doesn’t complete the sale made; it reignites the sales cycle. A worthwhile maxim to look at is: ‘a customer cannot be thought to be satisfied until we obtain next order.’

Whilst customer service represents the last element in many standard sales processes it might also be argued that it’s the first element in a recurring sales process. Consider:

Did I ensure that the agreements reached with the client actually happened?
Did I attempt to up-sell?
Did I ask for a referral?
What information are kept and maintained?
What responses did I get about how the customer benefited from my product/ service?
How could customer service be improved?

There are a number of empirical studies on the worthiness of customer service and the effect of repeat business on underneath series. Frederick Reicheld and Earl Sasser explained that ‘if companies knew how much it really costs to reduce a customer, they would have the ability to make exact evaluations of investments designed to retain customers’. They discovered that customers become more profitable over time as increased sales; reduced prices of distribution; referrals; and the chance to up-sell all enhance the bottom line.

Heskett, Sasser, and Scheslinger collaborated on an exercise programme to assist managers in understanding the life time value of customers and likewise advised on the significance of creating a culture whereby workers are engaged to donate to the worthiness chain. They postulated that employee satisfaction results in service value which produces customer satisfaction and which results in profits and development. It really is hardly surprising that happen workers produce happy customers.

What is Customer Service?

Is it just about smiling and being fine to customers? It is a good place to start nonetheless it can’t you need to be about that.

It is generally accepted that it’s very difficult to provide high standards of customer support. Some say we’ve not been educated for it – it is not our tradition. This observation is frequently justified by stating that since later Victorian and early Edwardian moments fewer and fewer folks have worked in ‘service’. That which was a major employment sector in those days has now dwindled to almost nothing.

While this has happened, career has increased in manufacturing, revenue, administration, it, and social sciences. Through the years ‘working in service’ had become regarded as a dead end job that no one wanted and would simply take as a final resort. Due to this fact, the label ‘service’ has practically fallen into disrepute, and several people see giving services as something beneath them that lesser mortals do.

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