Let's start with the definition of customer service and then move to why it's important for you and your business. According to Wikipedia customer service is the provision of service to customers before, during and after a purchase or a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. So, basically making sure you live up to the expectaions of your customers during the entire sales process, even after the sale is over and in most cases especially after the sale is complete.
Why is this important to you if they have already bought your service or product? People have more options and more ways to spread their experience today than ever before. Customers have higher expectations and if they don't get what they want they are out the door. Not only are you missing out on future sales from this person, but you better believe they will tell people. Research shows on average a customer having a bad experience will tell 10 people, whereas a person receiving good customer service will only tell 2 people. How many people are hearing about your companies bad customer service and how many people are hearing about your companies good customer service?
you have words misspelled in your article.
Posted by: blog reader, Columbia | September 16, 2008 at 03:09 PM