Offering Quality Customer Service
It’s something that’s been drilled into your head since your very first job: “always treat the customer with the utmost respect.” Offering quality customer service is a core tenant for most businesses, and for good reason. The difference between good customer service and poor customer service can mean the difference between a sale and a lost conversion. And, more importantly, it can make or break your brand’s reputation.
Just how important is the idea of great customer care? Let’s take a look at 5 game-changing scenarios where customer service plays an integral role in how your brand succeeds or fails:
1. Reputation
Customer service is so important in terms of
brand reputation that there are entire digital platforms dedicated to it! From Yelp reviews to Google recommendations, there’s no shortage of metric for evaluating customer care. Not coincidentally, this is also where new and prospective followers of your brand are going to look first. If your customer service is praised, it’s a good chance you’ll gain a positive reputation.
2. Trustworthiness
People trust businesses that show they care. If you foster a quality relationship with your customers by providing exceptional service, they’ll trust you in other ways—including for recommendations or advice. This opens the door for healthy sales, repeat customers, meaningful interactions, and sustainable business. No one is going to do business with someone they don't trust!
3. Value
Showcasing a high level of customer care means building the value of your brand and any products it offers. If your products are priced higher than a competitor, for example, you need to instill value in your offerings to help people equate your higher price to a great value to them. Superior customer service is a great way to do this. If your competitors are cheaper but don’t follow your lead for customer service, their product is going to appear diminished by comparison.
4. Brand Advocacy
Have you ever heard the phrase, “…and they’ll tell two more?” It’s in reference to having a positive experience with something. It holds true for great customer service as well. If your customers receive superior treatment when interacting with your brand, they’ll tell people. When those people have that same experience, they’ll tell people. The domino effect continues as each person tells two people, your brand advocates grow exponentially.
5. Employee Accountability
Encouraging your staff to offer “above and beyond” customer service creates a level of accountability within your business and helps each team member thrive. If an employee goes the extra mile, recognize their efforts and help them own that interaction. If someone is slacking or not putting in the effort, work with them one on one to help them feel more invested in their interactions. Building a culture of superior customer service means having a team that enjoys doing what they do.
Exceptional customer care shows itself in many ways. It could be taking a few extra minutes to help a customer resolve their unique problem. It might mean greeting a regular client with a smile and a friendly conversation. Or, it could mean rising to the occasion to provide a solution that earns the business of an upset customer. Whatever form it takes, however, great customer service equates to all of the above benefits and beyond.