Customer service and its importance to your business

It has been mentioned on different occasions on this blog that customer service is the back bone of any organization or business. Customer service is one area that any business that is willing to expand, be profitable and survive perilous times must take that aspect very seriously.

So what is customer service?

Customer service can be defined in simple terms as the assistance and advice rendered by a company to those people who buy or use its products or services.

Customer Service is the service you render to customers before, during and after a purchase of products, goods or services.

Providing a great customer service can help differentiate your business from competitors in terms of making profit and increasing your brand image.

We shall now discuss about the importance of customer service to your business;

It increases sales and profit:

A company that renders good and quality customer service will definitely get active business transactions with their loyal customers whom will bring in my customers either via word of mouth or reference thereby making the business to benefit with increased profits and sales.

Likewise, if your customer service is very poor, you will lose customers, have a negative brand image and most importantly your business will suffer a sharp drop in profits.

So, the more customers you have the more money you make from the business and vice versa.

Customers will market your Business for you:

When you offer god customer service, customers will be satisfied and even talk about your business in a positive manner to other people who will end up as your potential customers. When a customer gets a wonderful customer experience from your business, he will market and promote your business, products and services to other people thereby bringing in more customers.

Also, note that a customer who had a terrible customer experience will also tell others and take away your existing customer and potential customers away.

Query Resolution:

Customer service is very vital and key in a business as there will always be complaints about your products or services from your customers. If you do not have good customer service to handle customer’s issues and queries regularly, the customer might go ahead to report your business to either the Consumer Protection Council (CPC) or any other customer regulatory body which at the end may end up in court cases.

Brand Image:

The customer service department in general is the first point of contact your customers meet when they patronize a business, product or service. Customer service is seen as the business representation in the eyes of the customers, so a good customer service promotes the brand image positively in the eyes of the customers while a bad customer service experience creates a bad brand image for the business.

Now that we know the importance of Customer service to a business, let’s highlight the merits of good customer service.

What are the Merits of good customer service?

·         Improved Consumer Satisfaction

·         Increased Customer/Client Loyalty

·         Customer will talk about your business in a positive manner

·         Overall positioning and image will be enhanced

·         Increase your credibility with customers

·         Reduced marketing costs

·         Good customer service costs nothing

Overall, customer service is very important to your business as it is a determining factor to the growth and survival of any business.