Importance Of Customer Service
Customer service is one of the important aspects of the business which many businesses don’t take it seriously. But if you want to be a successful businessman then you should know the importance of customer service. If you offer good service, through word of mouth your customer base will increase. For instance, in the online trading field, the trading platforms which offer good service will be chosen by the traders as the customer support team would be available full time to help you solving the queries. But in choosing a trading platform one should also check if is it a safe platform to conduct trading.
In order to offer the best customer service, you should clearly understand who is your customer and what do they want.
Know your customers- You should gather as much as information possible about your customers. You should try to find about what customers would buy, why they buy and the purchase frequency. When you are trying to know about their needs you will be able to gain more details about their occupation, interests, and lifestyle. Also, you should include the potential customers who have done any inquiries about your service or goods.
Understand the needs of customers- You should find how the customers expect you to fulfill their needs. The service level expectation varies from industry to industry, marketplace to marketplace and even from customer to customer. Research about the target market and marketplace will help you to find about the expectation of the customer in your location of the business.
Meet the needs of the customer- Tailor the customer needs to suit the service level. Few of the businesses work quite well in offering basic service level while some other business goes beyond the expectations of the customer to achieve the service level which would fully satisfy the customers. Ways to go beyond the level of customer expectations are:
Suggesting add-ons- Asking the customers if they need any add-ons along with the product, like for instance if they need batteries for a battery operated product and giving away the battery as a complementary product.
Introducing initiatives- For instance, you can introduce customer survey cards, a suggestion box or customer focus groups. Taking these imitative shows the customers that you are very much interested in the input of customers.
If you fail to meet customer expectations, then they will approach other business. Hence ensure that you offer excellent service to grow your business.