by Jeryl Massini-Ryan | Aug 13, 2016 | Customer Service
Wikipedia defines customer service as “the provision of service to customers before, during and after a purchase.” Although that definition captures the essence of customer service, it lacks a few important elements. I suggest a more complete definition: “Customer service is the act of meeting your customers’ needs through the provision of high quality support before, during and after the transaction. Good customer service adds more than just monetary value and helps build long-lasting customer relationships. So begins this post that I am thrilled to bring you, from Kushal Dev, COO and Co-founder at Customer Guru. Let’s see what else Kushal has to say… The first question that comes to mind when thinking of customer service is cost. Investing in excellent customer service can be expensive. Companies that choose to put the customer first may see an impact on their bottom line. On the other hand, businesses that choose to cut costs on customer service often see a reduction in acquisition and retention rates. An excellent customer service strategy, by its nature, must be dynamic. The perfect policies today will be obsolete tomorrow. In the world of CS, there is no end all be all. Instead, businesses must be prepared to adapt to the changing market conditions and customer needs. Being flexible in the provision of service is the surest way to earn customer loyalty. Excellent support teams follow four customer service strategies: 1. Customer service is as important as sales and marketing The customer service department should never be at the bottom of your organizational priorities. Marketing and sales are great for acquisition, but customer service is where customer...
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