How Having a Customer Service Department Does Wonders for Your Business

If you look at any big company out there regardless of their reputation, they all have a customer service department. If you look at a big company that has good reputation, their customer service is lauded by their customers. It doesn't take a rocket scientist to determine that a customer service department is instrumental to the success of a company. If you have no designated people answering your business phones, appoint one as soon as possible, and here's why.

  1. You are Human

    Customers often forget that the people they're buying products or services from are human too. By having a customer service department, you remind them of your humanity, and your clients will identify with that. They're more likely to do business with a company that's fronted by real humans than almost-robotic corporations who seem to only want to take their money.



  2. Righting Wrongs

    By having at least a system where someone from your company answers the phone, you can potentially fix any mistakes. If a customer orders something from you and it comes in defective, it's customary to replace it or give a refund. If you didn't have a phone number, or any other way a customer may contact you, then the customer is left with a defective product, which reflects badly on you regardless of whether the mistake was intentional or not.



  3. Loyal Customers

    If you have really good customer service, you get your customer's loyalty. Basing on the same scenario as above, if a customer has no means of replacing the defective product, they will no longer do business with you. What's more, they will share their bad experience with their peers, who will also avoid doing business with you. It's similar to getting bad reviews on the web. If the majority leaves a negative feedback about your company, others will be hesitant in working with you.



  4. Better Sales

    There are two ways a customer service can improve your sales. The first is to train them further with the product and squeeze in a sales pitch for every call if it is appropriate. It's as simple as a fast food employee asking whether you'd like to add fries to your meal. The more calls you receive, the more opportunities for bumping up a customer's existing service plan.



The second is simply by doing good customer service. Customers tend to spread the word around. Either they tell others how dissatisfied they are of your customer service or they become loyal to you and tell others how happy they are for doing business with you. If the latter happens more frequently than the former, you will get a boost in sales. And that will only happen if you have excellent customer service.



There are countless other reasons why you should get a customer service department for your business. Even if you are just small business, with a staff of only three people, be sure to answer the phone every time it rings. It's a simple gesture, but it has long term benefits for your business.

Author's Bio:

Dave Carter is an independent consultant for small businesses in Australia. He's a techie whose expertise lies in the field of consumer electronics and telecommunications. He encourages businesses to get a 1300 number so they can start growing beyond what they have initially imagined.

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