The Most Important Customer Service Question !
What are reasons why having good customer service is important?
Answer
Date: November 14th, 2007
Dear Anonymous!
I've changed the title of this question to "The Most Important Customer Service Question!", because it is!
But I'm not even going to try to answer this on my own, because reasons for good customer service... ooh, let me count the ways. So I'm going to kick this thread off with a couple of reasons, but I do expect you, my dear visitors, to add your own thoughts in the comment form below!
Let's start building the definitive list of reasons for good customer service!
Here are a couple of reasons to get this party started:
- Consider the lifetime value of a customer... if you can bind a customer to your business, how much value does he or she add to your business? Now consider the lifetime value of an unhappy customer. Most likely the last purchase was indeed the last purchase! Good customer service can turn a customer around, greatly extending the lifetime value of that customer. In other words, it adds to the bottom line of the business!
- Here's a reason for all you people who provide customer service: I can speak from personal experience that your day can be infinitely more enjoyable if you are cheerful and helpful to your customers. There's literally no fun in providing bad service. Your day will be filled with frowning faces, boredom, mad customers, no compliments, etc. Try to be helpful and cheerful, fake it for all I care, and it will brush off on your customers (not all of them, mind you, some people love being miserable).
- Your competition is around the corner. Never even think that your customers have no other place to go. These days on the Internet, your competition can be on the other side of the world and still take your customers! Products, services, prices, conditions can so easily be compared that you need loyal customers instead of just satisfied ones. They will take their business elsewhere.
So, these three are just for starters. As said, I expect you all to serve up the main course... So please take a little bit of time and add your reason below, for the good of your fellow customer service folks and of course, your customers!
Thank you for such a great question! Now why didn't I think of that? Duh...
At your service,
Erwin.
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