Behind every established and successful company are loyal customers.
When loyal customers are asked what keeps them coming back, they always respond by saying that they were well cared for and they always get great customer service from the company.
New businesses, most of the time, get too caught up with the daily routine of keeping the company moving, generating revenue, acquiring new customers, that they tend to put customer service in the backseat.
When you fail in delivering excellent customer service, your ability to retain customers suffer which could be detrimental to your company’s success.
According to NewVoiceMedias’s 2018 “Serial Switchers” report, businesses are losing more than $75 billion a year due to poor customer service. And the top reasons as to why customers terminated their business relationship with a company are:
- They do not feel appreciated.
- There is no one they can talk to who can give them the answers they need.
- Their encounter with rude and lazy employees.
- They are given the runaround and being passed on from one person to the next.
- When they call in, they are put on hold for unreasonable lengths of time.
What Calls for an Excellent Customer Service?
Excellent customer service is making your customer feel valued by interacting with them in a friendly but professional and positive way. It is in the simplest terms, assisting your customer in the best possible way, leaving a lasting impression and delighting them.
Why is it Important and What are the Benefits?
Since there are businesses that provide similar products and services, having the best customer servicing platform will set you apart from the rest. Thus, customer service is an important element of your business operations. Having a robust servicing platform could mean an increase in your sales and success to your organization.
Working with a reputable BPO company in the Philippines may just push your company in the right direction and increase your approval ratings by providing awesome customer service.
Here are some direct results when providing excellent experience to your customers:
When you have happy and satisfied customers, they will just keep coming back – no marketing or advertising needed. They automatically become loyal brand followers. Needless to say, customer retention also comes cheap compared to customer acquisition.
Increase in Referrals and Word of Mouth
Of course, when you are able to “wow” your customers, they take it upon themselves to recommend you to friends. Especially when they get consistent excellent service, they are excited in talking about you to others all the more. This increases your referrals without spending a dime on advertising.
Increase in Revenue
Naturally, when you give fantastic service which produces referrals and word of mouth, you gain more customers, without having to spend on client acquisition programs. All because your existing customer base is unconsciously doing all this for you. The greater your customer base increases, the greater your return.
Cultivates Pride and Joy in your Staff
When you have loyal customers singing your company’s praises, it makes your staff really proud and happy working for your brand. And happy agents are more productive and inspired. They become passionate and enthusiastic ambassadors for your brand providing awesome customer service.
Having a Complete and Comprehensive Marketing strategy
When everyone in the company, from the CEO’s to managers to rank and file staff, is satisfied and motivated, everyone then works together towards achieving the goal of success. No one’s role in the organization is insignificant, but rather everyone understands that one cannot function without the other and that they need each other to be successful. This is your very classic definition of a successful marketing strategy.
Having a competitive edge
When your customer servicing platform is efficient and effective coupled with having satisfied and happy employees working for you, your company has the competitive edge and becomes unbeatable. When you maintain your excellent service standards, your business becomes sustainable and successful.
Excellent customer service is equivalent to client satisfaction. When you have dissatisfied customers, it simply means you fell short in their expectation of a good customer interaction. Understanding what is and why customer service is important enables you to build strong client relationships and guarantees growth and success for your business.
Select Voicecom may just be the answer to all your business support needs. Our state of the art call center is located in IT Park Lahug Cebu City. You can choose from our wide range of business suite including market research, surveys, chat and email support, telemarketing, etc and you can even customize it according to your need! Contact us today for a quote.