Henry Ford said ‘The only foundation of real business is service’. In lots of companies, the customer service function sits outside the sales channel as it sometimes appears in some way inferior to sales. Yet customer service is integral to sales accomplishment. Without good https://www.pantomathtech.com/ customer service you will have no repeat sales, and repeat sales will be the most profitable revenue any business can generate.

The selling process isn’t complete merely because the customer has stated that he or she will buy your products or services. Through the entire entire selling process, the maintenance of goodwill is important, but even more so following the purchase. Regardless of your customer’s previous feeling towards your organization, the experience they have once they have bought will have a significant impact on future sales. Customer service doesn’t complete the great deals; it reignites the sales cycle. An advisable maxim to adopt is: ‘a customer cannot be thought to be satisfied until we get their next order.’

Whilst customer service represents the last aspect in many standard sales processes it might also be argued that it’s the first element in a recurring sales process. Ask yourself:

Did I make sure that the agreements reached with the customer actually happened?
Did I attempt to up-sell?
Did I require a referral?
What data are kept and maintained?
What comments did I get about how exactly the client benefited from my product/ assistance?
How could customer support be improved?

There are a variety of empirical studies on the value of customer service and the result of repeat business on underneath series. Frederick Reicheld and Earl Sasser said that ‘if companies knew just how much it really costs to lose a customer, they would have the ability to make accurate evaluations of investments designed to retain customers’. They discovered that customers become more profitable as time passes as increased sales; reduced costs of distribution; referrals; and the chance to up-sell all add to the bottom line.

Heskett, Sasser, and Scheslinger collaborated on an exercise programme to assist managers in understanding the life span value of customers and likewise advised on the significance of developing a culture whereby workers are engaged to donate to the worthiness chain. They postulated that employee satisfaction results in service value which produces customer satisfaction and which in turn results in profits and progress. It is hardly surprising that happen staff members produce happy customers.

What is Customer Service?

Is it nearly smiling and being fine to customers? It’s a good place to start but it can’t just be about that.

It is generally accepted that it is very difficult to provide high standards of customer support. Some say we’ve not been educated for this – it isn’t our tradition. This observation is often justified by stating that since late Victorian and early Edwardian situations fewer and fewer folks have worked in ‘service’. What was a major employment sector in those days has now dwindled to almost nothing.

While this has happened, work has increased in manufacturing, product sales, administration, it, and social sciences. Through the years ‘working in service’ had become seen as a dead end job that no one wanted and would only take as a last resort. As a result, the label ‘service’ has practically fallen into disrepute, and several people see giving services as something beneath them that lesser mortals carry out.

Leave a Reply

Your email address will not be published. Required fields are marked *