eBusiness Weekly
Dr Keen Mhlanga
A customer is a person or an organisation that makes a purchase from a business. Customers are the lifeblood of any company since they bring in money and keep it running.
Customers may be internal or external. In contrast to internal customers, these are people or departments within the company who depend on the services of other departments to carry out their duties while external customers are those who make purchases from the company.
The assistance or support that a business offers to its consumers before, during, and after a purchase is made is referred to as customer service. Customer satisfaction and a positive customer experience with the business are the main objectives of providing good customer service.
This can involve tasks including responding to inquiries, resolving issues, offering technical assistance, and managing returns or swaps. Building a solid reputation, cultivating client loyalty, and sustaining long-term business success all depend on providing excellent customer service. Among the many reasons why providing excellent customer service is crucial are the following:
1. Meeting customer needs:
Meeting the needs and expectations of consumers is what service is all about. Service helps to make sure that consumers are satisfied and their needs are met, whether it’s a product repair, technical support, or assistance with a purchase.
For instance, a consumer will require technical help to resolve a problem if they purchase a product and it does not function as planned. The customer will be happy and the firm will keep them as a client if it can deliver exceptional technical support.
2. Competitive advantage:
A company’s level of customer service may be what differentiates it from rivals. Offering great customer service can boost a company’s ability to stand out from competitors in the same field and also increase repeat business from existing clients. For instance, a consumer is more likely to choose one company over another if they are presented with two options for the same product at the same price, but one offers superior customer service.
3. Brand reputation:
A company’s brand reputation can be significantly impacted by the level of service it offers. Positive customer service interactions can result in satisfied customers, positive ratings, and recommendations from others. Negative encounters, on the other hand, might hurt a brand’s reputation and result in lost revenue. For instance, if a consumer has a bad experience with a company’s customer service, they may tell their friends and family about it and may result in loss of business.
4. Revenue:
For businesses, providing services can also generate income. Many companies charge customers for maintenance agreements, technical assistance, repairs, or other services.
Increased sales and profitability might result from offering high-quality service. For instance, if a company sells a service contract for a product, customers who opt to buy the service contract will pay an extra cost, which will result in income for the company.
5. Customer feedback:
Offering good customer service can give businesses the chance to get client feedback. It is possible to use this feedback to enhance goods and services and make the required adjustments to better satisfy client needs. For instance, if a company hears from customers that a certain product is challenging to use, they can update the product to make it easier to use.
6. Upselling and cross-selling:
Upselling and cross-selling opportunities can also result from providing excellent customer service. Customers are more inclined to buy more goods or services from a company when they have a good experience there.
7. Customer retention:
By resolving their problems, responding to their inquiries, and giving them a nice experience, good customer service helps businesses keep their current clients. Because it costs less to keep an existing customer than to acquire a new one, customer retention is crucial.
8. Train and empower employees:
Training and empowering staff to deliver exceptional service is one of the most crucial strategies to improve customer service.
This involves giving them the abilities and information necessary to deal with questions, concerns, and problems from customers. Additionally, it entails granting them freedom and discretion to take actions that will benefit the client.
9. Create a customer focused culture:
A business that values its clients should cultivate a client-centred culture. This implies that the business as a whole, from management to front-line staff, should be dedicated on satisfying customer needs and delivering top-notch service.
10. Offer multiple channels for support:
When it comes to communication, customers have varying tastes. Some people favour phone calls, while others favour email or chat. Businesses should provide numerous support channels to accommodate the needs of all of their consumers if they want to improve customer service.
Apple is renowned for providing top-notch customer support. Both in-person and online technical help is offered by the corporation for its products.
Customers who need technical assistance or repairs for their Apple gadgets can make appointments with the Genius Bar at Apple. Customer loyalty has improved as a result of Apple’s superior customer service, which also helps to set the brand apart from its rivals.
The importance of customer service is also highly valued by Amazon. Numerous services, such as free two-day shipping, simple returns, and first-rate customer service, are provided by the business to its clients. The reputation of Amazon and its growing income and profitability can be attributed to the company’s customer service.
Online shoe and clothing retailer Zappos is renowned for its top-notch customer support. The business provides 365-day return policies, free shipping, and round-the-clock customer service. Customer loyalty has increased as a result of Zappos’ excellent customer service, which also helps to set the company apart from its rivals.
In conclusion, providing excellent customer service is essential for any company. It assists with satisfying customer demands, setting a company apart from rivals, developing a strong brand reputation, bringing in money, and obtaining insightful client feedback.
It takes a dedication to ongoing improvement and the willingness to go above and beyond to satisfy customers to deliver outstanding customer service. Businesses that prioritise providing excellent customer service can forge close bonds with their clients, produce favourable word-of-mouth recommendations, and boost sales and profits.
Dr Keen Mhlanga is an Investment Advisor with high skills in Finance. He is the Executive Chairman of FinKing Financial Advisory. Send your feedback to [email protected], contact him on 0777597526.
