Businesses should understand the importance of customer service, but many may not be paying enough attention to it and could therefore be losing money as a result.
Consumers have indicated that customer service is at the top of their list of priorities when dealing with a company. This comes before the price of the product, the delivery time or even the range of products that they have on offer.
The above-mentioned are likely to be areas of your business that you spend a lot of time considering. But do you spend as much time thinking about your customer service?
According to a recent survey by NewVoiceMedia, UK companies who have poor customer service are losing up to £12 billion a year. Of those consumers surveyed, half have or would take their business elsewhere as a result of a poor customer service experience. Even more worrying, 49% of consumers are put off from calling a business all together due to a fear of being put on hold or waiting in a call queue.
Customer service involves all of the areas which a possible client could contact you, and the way that you deal with their enquiries and orders when in contact with them.
One of the most important areas of your business will be answering customer phone calls. Although many businesses are dealing with their clients by using e-mails, social media and so on, calling a company is still the number one preferred method of contact which consumers use.
It is therefore important that you make this a priority in your business. Do you have enough staff to answer customer calls and enquiries? Are your staff trained in customer service skills? Do you have enough phone lines to handle the volume of calls you receieve, particularly during or out of office hours?
There is nothing worse than trying to contact a business and being constantly put on hold, or placed in a call queue. It is very difficult to like the company from the offset if this is the way that you have been initially treated. A possible client may decide to hang up the phone in favour of a different company, simply because of the quality of customer service that they feel they have received.
If you are looking to really make a difference and impact on your customers, it might be a wise idea to outsource to a call centre. By utilising these services, you can guarantee that each and every one of your callers has their call answered within just a few rings. They can also deal with the caller’s enquiry much more easily, by transferring them to the correct department rather than putting them on hold.
By paying particular attention to this area of your business, it will almost certainly pay off. A positive customer service experience leads 74% of those surveyed to be more loyal to a company, 71% would recommend a company and 44% would use the business more frequently, with 34% spending more money with the company following good customer service.