Henry Ford said,’ Service is the only basis of real company.’ The customer service role is beyond the sales channel in many industries, as it is seen to be somehow inferior to sales. But customer support is integral to the success of sales. There won’t be repeat sales without good customer service, and repeat sales are the most lucrative profits any business can produce. Learn more on SWPP.
The process of sale is not complete simply because the consumer has indicated that he or she will purchase your goods or services. The preservation of goodwill is vital during the whole sale process, but even more so after the purchase. Regardless of the previous feeling of your client towards your company, the experience they have after they have purchased will have a big impact on future sales. The sale is not completed by customer service; it reignites the sales cycle. A worthwhile idea to be implemented is:’ Before we get their next order, a customer can not be regarded as happy.’
Although the last element in several traditional sales processes is customer support, it could also be argued that it is the first element of a recurring sales process. Tell yourself, as well:
Did I make sure that the customer agreements reached actually happened?
Have I tried up-selling?
Have I asked for a referral?
What documents are being preserved and kept?
What feedback have I got on how my product / service has helped the customer?
How do they boost customer service?
Why Does Customer Service Matter?
There are a variety of longitudinal studies on customer service value and the impact on the bottom line of repeat companies. Frederick Reicheld and Earl Sasser said that they would be able to make fair estimates of investments designed to attract customers if businesses understood how much it actually costs to lose a customer. They find that, as increased revenues, consumers became more profitable over time; decreased delivery costs; referrals; and the potential to up-sell all add to the bottom line.
In a training programme to assist managers in recognising the lifelong value of clients, Heskett, Sasser, and Scheslinger collaborated and also consulted on the importance of creating a culture whereby workers are engaged to contribute to the value chain. They postulated that employee satisfaction contributes to service value that generates customer satisfaction, resulting in income and growth in turn. It is hardly shocking that workers create satisfied clients.
What is Service to Customers?
Is it all about smiling at customers and being nice? It’s a decent starting point, but it can’t be just about that.
It is widely agreed that delivering high customer service levels is very difficult. Some suggest that we were not prepared for it — it’s not our tradition. This observation is also justified by stating that less and less individuals have worked in ‘business’ since the late Victorian and early Edwardian periods. In those days, what was a significant employment field has now reduced to almost nothing.
As this has occurred, in manufacturing , distribution, administration, information technology , and social sciences, jobs has increased. ‘Working in service’ came to be seen as a dead end job over the years that nobody desired and would only take as a last resort. As a consequence, the ‘service’ name has almost fallen into disrepute, and many people see service giving as something that lesser mortals do beneath them.