Henry Ford stated ‘The only foundation of real business is service’. In many companies, the customer service function sits outside of the sales channel as it sometimes appears in some way inferior to sales. Yet customer service is integral to sales achievements. Without good customer service you will see no repeat sales, and repeat sales are the most profitable revenue any company can generate.

The selling process isn’t complete merely as the customer has stated that he or she will buy your services or products. Throughout the entire selling process, the preservation of goodwill is essential, but even more so following the purchase. No matter your customer’s previous sensation towards your organization, the experience they have after they have bought will have a significant impact on future sales. Customer service doesn’t complete the good discounts; it reignites the sales cycle. A worthwhile https://www.pantomathtech.com/ maxim to look at is: ‘a customer can’t be thought to be satisfied until we get their next order.’

Whilst customer service represents the final element in many standard sales processes it might also be argued that it is the first aspect in a recurring sales process. Ask yourself:

Did I make sure that the agreements reached with the customer actually happened?
Did I try to up-sell?
Did I require a referral?
What data are kept and maintained?
What comments did I get about how exactly the customer benefited from my product/ service?
How could customer service be improved?

There are numerous of empirical studies on the value of customer service and the result of repeat business on the bottom brand. Frederick Reicheld and Earl Sasser mentioned that ‘if companies knew how much it really costs to lose a customer, they would manage to make accurate evaluations of investments made to retain customers’. They discovered that customers become more profitable over time as increased sales; reduced prices of distribution; referrals; and the opportunity to up-sell all add to the bottom line.

Heskett, Sasser, and Scheslinger collaborated on an exercise programme to assist managers in understanding the lifetime value of customers and in addition advised on the importance of developing a culture whereby staff members are engaged to donate to the worthiness chain. They postulated that employee satisfaction leads to service value which produces customer satisfaction and which results in profits and expansion. It really is hardly surprising that happen staff produce happy customers.

What is Customer Service?

Is it nearly smiling and being great to customers? It’s a good place to start but it can’t you need to be about that.

It is generally accepted that it is very difficult to deliver high standards of customer support. Some say we’ve not been educated for this – it isn’t our tradition. This observation is frequently justified by stating that since past due Victorian and early Edwardian moments fewer and fewer folks have worked in ‘service’. That which was a major employment sector in those times has now dwindled to next to nothing.

While this has happened, employment has increased in manufacturing, product sales, administration, information technology, and social sciences. Through the years ‘working in service’ came to be regarded as a dead end job that no one wanted and would just take as a last resort. Because of this, the label ‘service’ has nearly fallen into disrepute, and many people see giving program as something beneath them that lesser mortals perform.

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