Great Customer Service Is Everything
Great customer service is everything, and that i mean “everything”.
Certainly one of my recent articles touches on customer service and just how insufficient companies positively market their great customer service (CS). The content, possibly not too ironically, may be the from which i’ve become probably the most quantity of emails.
Therefore it got me thinking a bit more concerning the subject. Before, I’d tied CS and marketing together. Now, could not you say CS is associated with essentially almost everything for just about any business? I believe you are able to state that. I believe whether you are managing a business-to-consumer (B2C) or business-to-business (Business to business) company, customer service is a vital function that everything else comes.
Let us switch it around and check out some major functions inside a company or business that are influenced by CS.
1) Marketing – it is really an easy one. Great CS is simple to promote, basically. Poor customer service is nearly impossible to promote. I’m able to say this because I have been an internet marketer. Regardless of what business I am marketing, if there’s great customer service it can make my job very easy but more to the point creates possibilities that wouldn’t happen to be there otherwise. If your marketer knows their business has shoddy customer service, they’re less apt so that you can with confidence communicate the storyline or value proposition of this business.
2) Sales – it has an identical relationship to Customer Service as marketing. Inside a Business to business atmosphere, sales absolutely should have the arrogance in the customer service team that what they are selling will really happen. Poor customer service is most likely the greatest reason sales relationships are destroyed.
3) Finance – again, should you consider it, Finance and Accounting depend on strong customer service. Without them, you will find complaints, charge backs, and a lot of untidy accounting records. If you do not think that customer service may either cause headaches or difficulty sleeping for the CFO, you need to ask your CFO.
4) Pr – this can be a close partner to Marketing, clearly, however in our hyper social world, poor CS can immediately impact pr when it comes to tarnishing a brandname. The switch side is when you provide great customer service, that can spread like wildfire and become a differentiating factor versus your competition in the courtroom of public opinion. Consider this not only to relation to Twitter or Facebook or a few of the common social networking qualities everyone knows consider this when it comes to review websites. If I am happening vacation, I’d clearly do your homework by what hotel to remain at and also the first factor I may wish to read are reviews using their company travelers much like me. CS is a huge element of what I wish to find out about, and review sites are big a part of our new world’s PR.
4a) Social Networking – talking about social networking, I’d provide a very unscientific reckon that the majority of things i read or listen to my peers in regards to a business inside a social networking atmosphere is all about service. “These were great on the telephone.” “XYZ business returned in my experience within 24 hrs.” These kinds of comments in social networking could be do or die for any business not just within social networking, but within search engines like google since a lot of social networking has become indexed in the search engines, Yahoo and Bing.
Their email list really can embark upon. The greater I consider it, the greater I have faith that the hub for many companies ought to be their customer service and also the operations that underlie the client service department. Like marketing, customer service is among the couple of functions which has an interior and exterior look at a business, product or service. CS includes a direct relationship with customers as well as is capable of provide proper advice internally according to what’s learned in the customers.
Consider your preferred brand or business. The reason for enthusiastic about it? The reason for faithful to it? Likely, you will find factors that weigh inside your decision-making like cost or function. However I would say generally, at least, great service includes a seat while dining and also at an optimum, it’s the only seat while dining.