Customer service is one of the main aspects a customer will judge a business on.
It is your responsibility, as the business owner, to deliver the service a customer expects from using your products/services.
Any customer who goes through the purchase cycle has a perceived notion and a standard level of service they expect to be met to be satisfied. Some clients will initially inquire about a product or service, then go through a specific decision process before an item is purchased.
As the customers foes through the decision-making process, the business’s end goal is to convert it to a sale. This is the touch point. If a customer is dissatisfied with how their inquiry is handled, there will be a slim chance that they’ll make the purchase. However, if the initial touch point turns out well, they are more likely to purchase a product.
Promoting repeat purchases
Good customer service acts as the backbone of developing repeat customers. If your staff have established a good rapport with and helped out your customers with their initial purchase, there is a high chance that they’ll come back and buy again.
Bear in mind that it’s easier and cheaper to keep loyal customers that finding new ones.
If a client is pleased with how their inquiry is handled from the start, it will help avoid problems such as irate customers waiting on hold, or product-related problems such as defects, which ultimately result to product replacement or refunds. Something that you’ll want to avoid!
Now that you understand why customer service is so important, you can follow these helpful customer service tips to make yours a success.