The dictionary defines customer service as “assistance and advice provided by a company to those people who buy or use its products or services.” What do you think of when you hear the phrase “customer service”? Depending on your experience and the role you play, you may have various thoughts on the topic.
Most people think about customer service in terms of how they’re treated when things go wrong or when they need help. While this is a very limited view and there is much more to customer service, it does give business owners and customer service providers an idea of what is important to customers. When approaching your policies, systems, and strategies, the key to customer retention is to view customer service synonymously with “customer experience.”
In my second book: The Secret Equation To Attracting More Clients I talk about how to create that great user experience. My book also mentions several companies that have gone above and beyond in my personal experience.
Check out the infographic we created on the 5 ways poor customer service can effect your business.
How do provide superior customer service to avoid these five things?
Remember that customer service and a good customer experience begins right at the first point of contact. It happens when your prospect meets you. They visit your website or your social media page for example, that’s where this process and your systems should begin. That means everything from navigation to your company brand play a role in their experience. Let’s start by talking about website navigation.
When does it end? It ends when the customer falls out of the sales funnel and loses contact with your business. That’s a broad and potentially lengthy customer sales process – from the moment you meet, until you say goodbye. It could be decades.
Create systems that support streamlined and effective customer service and evaluate those systems on a regular basis. Your customer service and retention program may be the most important way to improve and grow your business. It’s a powerful thing when you are able to keep your customers for the long haul and continually sell to them. It’s satisfying and financially rewarding.
What point caught your attention in the infographic?
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Be Savvy and Successful!
Toni Nelson – Marketing Brand Strategist, Award winning Videographer/Photographer, Business Coach
P.S. Want to find out how to market your online business offline? Sign up below for my free 10 Day E-Course: