Mid Week Gyan - Customer Service

Customer Service - A very casual word, but when you try and understand at its depth we realise entire Business irrespective of Industry is dependent on Customer Servicing. Either we manufacture or provide any services without Customer Service there shall be no business.

Companies have gone through any extent of providing Customer Service to increase their satisfaction level and also to increase the repeat rate. One such Incident we witnessed in Indigo Flight. While returning from our travel, Indigo Flight Attendants wished me and my Wife a Happy Valentine's Day in air with a note and some sweets. It was such a sweet gesture from there that we shall remember it for a life time. Sometimes, a small gesture or going out of our way to satisfy client can benefit us in the long run.

Let us understand, why Customer Service is so important and Organisations are spending fortune to achieve the same.

Investing in customer service helps activate your flywheel because loyal customers will help you acquire new customers free of charge by convincing prospects to interact with your brand. Their positive testimonials will be more effective than your current marketing efforts—and cheaper, too.

One may ask, what is the secret formula to provide perfect customer service? I can safely say that there is no magic formula to answer such an objective question.

For e.g. in our Cafe, when one customer ordered via Zomato and the order was not delivered, we ensured our Manager personally recooked the order and deliver it. The client really appreciated the efforts that went into and it brought more positivity amongst the staff as well as increased our business.

What Are the Benefits of Good Customer Service?

Let’s explore some of the top benefits of customer service excellence for the customer, agent and business — and how you can measure them:

1. Increased Customer Efficiency
2. Enhanced Satisfaction and Loyalty
3. Retention of Customer Service at Cheaper Rates
4. Clients will pay more for better Customer Service - The perfect example is of Taj and Oberoi group of hotels. They charge premium but they treat you more than for what you have paid.
5. Customer Service can lead to more revenue and increase lifetime value

What Businesses Needs to Improve Customer Service?

Beyond understanding how essential it is to put considerable effort into building a solid customer service team, companies need to provide employees with all the tools they need to deliver the type of consistent, proactive customer service required today.

Here are a few stats to keep in mind when improving your customer service team:

1. Customers expect high-quality service -People don't just expect your business to have a customer service team; they anticipate your customer service team to be world-class and ready to help at a moment's notice.Customers now have more options than ever before, and they're not afraid to take their business elsewhere if unsatisfied with their experience. So it's now on brands to meet customer expectations if they want to attract and retain loyal customers.
2. Competitive AdvantageExcellent Customer Service can be used as Competitive Advantage. With increase in technology and information freely available, it is difficult for anyone to create their own USP. Customer Service or Client Satisfaction can become a major differentiator. It can be imbibed in the culture of the Organisation. Culture is one thing which cannot be copied.

Lastly, I would say start Investing in Customer Service Team. The results may not be visible immediately, but in the long run it will surely benefit everyone.

So, what will you do to raise the standard of customer service at your company? Please mention in the comments.