Jeff Bezos once said, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”
Jeff could not have said it any better. Without quality customer service, your business has nothing. The question is: do you know all the ways quality customer service could be saving your business money?
You Don’t Have to Waste Money on Automated Services
Automated services are a pretty big deal in any business that has a call centre. The problem with automated services is the business tends to like them more than the customers do. Regardless of how many questions your automated services asks, there is always going to be something it didn’t ask. Something your agent still has to discuss.
This is problematic because it increases the amount of time your customer spends on your phone waiting for their problem to be resolved. After talking to an automated service for a period of time, your customer ends up having to explain everything again to an actual person. It is less frustrating for the customer just to talk to an agent from the beginning.
You Don’t Lose Customers By Cutting Back on Hold Time
Customers see quality customer service as getting their answers quickly. The unfortunate truth is you live in a fast paced society. Your customers do not like being kept on hold and they do not like waiting for your agent to figure out their problem. They want an answer as soon as possible.
Every moment your customer spends waiting for an answer is a moment your customer thinks about getting an answer somewhere else. The more time you keep them waiting, the greater the chances of them taking their business elsewhere becomes. Is that really what you want to happen?
You Retain Loyal Customers and Can Cut Back on Marketing
Marketing and advertising for new customers is expensive. If you work on making the customers you currently have loyal and happy, you do not have to spend as much money on marketing. Your loyal and happy customers are going to tell their friends and family members about how much they like doing business with you.
One of the biggest mistakes a business can make is just focusing on getting new customers. You can get all the one-time customers in the world and it will not do you any good if they talk badly about your business or have no desire to come back for repeat business.
Without providing high quality customer service, there really is not a point in continuing a business. There are so many different companies within the same industry that customer service is how people decide who they want to do business with.
Sometimes quality customer service is not something your current list of employees can offer. Fortunately, call centres exist for just that reason. Instead of struggling to teach your employees how to offer quality customer service, you could outsource your business calls to a call centre and get the job done right.