By Ruoro Kairu
In every organization, every employee’s part is to work towards profiting the company. Each employee has a role that they play.
As a business owner, you may take lightly some of the departments, yet they are integral to the success of the company.
Customer service is such a department. For a long time, customer service has been looked at by most managers and owners as a secondary objective.
Why is customer service so important to an organization?
1. Customer Service professionals are the face of your organization.
Whenever a customer or a prospective has a query, they will call in to see if anyone can assist. When you have competent customer service, they’ll be able to tackle the customers’ needs. The customer will then associate the service they were given to the organization.
When your customer service representatives do not offer quality service when a customer calls in, the customer will associate this attitude with the company.
2. They offer insightful market intelligence
When customers call in, they will have all sorts of questions. They will ask why your product does not have a certain aspect. They will suggest if you customize your products in a certain way.
Competent customer service will always be able to provide this information. Additionally, they will be able to probe and ask questions from the customers.
With these questions, you can then project what it is that customers want, and what your company can do to fit what the clients want.
Customer service representatives do not just handle inbound calls, they can also help you customize your products and services or help the organization to find its niche market.
3. They make the customer want to buy from you –and return
A while back, a friend was complaining about his network provider. I advised him to give them a call. When he called the company, he was put on hold for a dozen minutes. After he was finally put through, the customer service representatives gave him a vague answer of them looking into the matter. When we met a few weeks back, I asked if the matter had been resolved, only for him to tell me he had changed the service provider.
This situation is not unique.
When you have a capable customer service team, they’ll not only be able to handle the customer’s problem, they’ll also indirectly advise them to return.
One mark that is visible in the most successful brands is their competency when it comes to customer service.
Ultimately, customer service has a great effect on the success of the company. Many business owners are not purview to this important fact.
When you invest in growing your customer service team, you’ll see the benefits as they will manifest throughout the company.
The best and most productive way to invest in your customer service team is by training them on how to better their skills, therefore growing your company, and pleasing your customers.