WHAT IS CUSTOMER SERVICE?
Customer Service Is the Direct Interaction Between Customers and a Real Person Which is Critical for the Best Customer Experience
Customer service is the direct one-on-one interaction between a consumer making a purchase and a representative of the company that is selling it. Most retailers see this direct interaction as a critical factor in promoting buyer satisfaction and encouraging repeat business as well as ensuring brand loyalty. GREAT customer service is the degree to which a product or service fails to meet, barely meets, or exceeds customer's expectations, thereby defining the customer's perception of the company.
It is a fact that it is more expensive to find new customers than it is to retaining existing customers. It can cost five to ten times more to gain new clients than to hold onto existing clients. And poor customer service is a leading cause of customers going to a new vendor. According the the SBA, 68% of customers change suppliers due to poor customer service.
Additionally, you will increase profits by providing a better customer experience. Focusing on the customer experience isn’t just the latest trend — it’s also smart business. Surveys have shown that 86% of consumers would pay more for a better customer experience. You may decide to tier your customer base if some are willing to pay more for premium experiences, including premium support, early access to features, or other benefits. Either way, good customer service experiences will benefit your bottom line.
Support is an integral part of the product experience. Customer experience has become a checkpoint for a client's total interaction with your company. So customer experience has become part of the product or service itself. Companies are building product into their customer experiences. Some online businesses start by integrating their support centers into their website’s headers and footers or by adding links to relevant support articles to specific pages on their site. And many app companies are adding a way for customers to log tickets within their product experience. In-product support is the wave of the future for customer service. But while much of customer care today is handled by automated self-service systems, the option to speak to a human being is seen as necessary to most businesses - and greatly appreciated by customers. Speaking to a "real" person helps promote a positive company image, thereby improving public relations. If the best advertising is word of mouth, then great customer service is the one element of a company that spans every diverse product or service that a company has to offer. Great customer service is the glue that can hold a company together.
In the custom promotional products industry, we offer tens of thousands of diverse products, each with it's own special characteristics. We strive to provide the best customer service possible by speaking with our suppliers, studying their literature, and comparing similar items from one supplier to the next. This is what helps us speak intelligently with our customers when questions arise about our custom branded advertising specialties. And if Texas Branders cannot answer your question immediately, we will absolutely learn the answer and get back to you within a short period of time.
Stay in touch! A follow up email, text, or phone call to keep a client updated about their order is fine. But when questions arise, you absolutely should have a real, knowledgeable person available to answer them. So called "FAQs" or "ask the community" are all too often dead ends or loaded with misinformation. They can be viewed as a cop out to trim the staff. And imagine if you received bad input via the "community" how you might feel towards the supplier?
When you add it all up, customer service is in fact a sales avenue. It contributes to the overall satisfaction, builds confidence in your brand, and showcases the professionalism of your company.
- Customer service is the interaction between the buyer of a product and the company that sells it.
- Good customer service is critical to business success, ensuring brand loyalty one customer at a time.
- Recent innovations have focused on automating customer service systems but the human element is, in some cases, indispensable.
- Reinforces positive image of the company.
- Demonstrates the professionalism of the company staff when knowledgeable staff are employed in customer service.
Great customer service is about creating a relationship of trust and loyalty beyond the immediate interaction. Great customer service means recognizing that your job is to "serve" the customer in the traditional sense. The dictionary defines service as "an act of helpful activity". It defines to serve as "to be of use". So be a person of use to the customer by providing an act of helpful activity, and watch profits increase.