September 8, 2015

The real importance of customer service

Customer service is a vital part of a business experience.

Customer service is a vital part of a business experience.

Customer service is a crucial part of the overall success of a business. Customers expect a seamless, personally catered experience every time they interact with your business and will often look elsewhere if they feel as if their needs are not being completely met.
Ensure your business maintains the highest rate of customer satisfaction and future return by keeping the following five tips in mind:

  • Attentiveness is key: Give attention to the customer. Customers can choose to take their business anywhere and one bad experience may cause them to take their business to the competition. Always greet the customer, express that you are there to help and follow through with expectations.
  • Be consistent: When defining company goals and expectations, be sure to be consistent in desired results. In terms of customer service, be sure to treat each visitor with respect and remember that their experience alone is often what shapes a better business.
  • Go mobile: Customers expect to have a quick, painless business experience. If they feel as if they are held up, or waiting on outdated technology, inefficient business practices or a lack of real change, they are less likely to return. One way to prevent these kind of issues is by going mobile. Mobile technology such as mobile point of sale systems, information availability on the internet and eye-catching ads are just a few ways to increase overall satisfaction. As customer are used to almost instant gratification, mobile is the way to go for the most successful customer interactions.
  • Have a plan for when things go wrong: Not everything is going to run smoothly at all times. When something does go wrong, be sure to have a plan in place to lessen some of the effects. Develop a plan for your team if a computer system crashes or an emergency occurs. Try to imagine the types of problems that can happen, and work out a plan for responding to them.
  • Make the experience the best it can be: When customers have a bad business experience, they are both less likely to return and more likely to tell their friends about it. This will not only cause businesses to lose loyal customers, but new ones as well.

MasteryTCN has a range of e-learning videos available for your business, focused on customer service and interactions. These include “Proactive Customer Service (3.0)” and “Customer Service: Understanding the Customer.”
In these videos Mastery explores the types of customer service such as passive, average and proactive, as well as the importance of respect and problem solving. In addition, the video-based courses allow the reversal of roles between customers and employees, allowing them to see situations from a different point of view.
To learn more check out our course listing.

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