Importance of Good Customer Service

As a previous business owner & entrepreneur, I strongly believe in the importance of excellent customer care.  Customers are what drive my business and although some may not always be right, I will strive to make them happy as much as I can. After all, it's my reputation on the line.

I recently came into contact with the customer service team at an online music shop because I felt I was wrongfully charged on my credit card. I purchased my new laptop and received a free trial certificate for this place to download music. To start your trial you are required to register yourself as a new member, including providing your credit card info and choosing which monthly program you would be interested in pursuing once your trial had ended (that is if I decided I wanted to continue after my trial was over).

I then found a charge on my credit card exactly 2 weeks after I registered. Yes, two weeks. Not 2 months or 3 months or even 1 month, 2 weeks.

On top of that, my trial balance was not completed. I still had a balance left for more downloads.

I emailed the company to advise of the situation and not only did it require two different emails for them to reply but they blatantly just directed me to their terms of use and stated that they will not reimburse my funds.

I felt my reasoning was just and I don't think that I should have been charged so to receive this response really struck a nerve!

Why is customer care so imperative to your business?

The last person to buy from you is the most likely to buy again and soon.

This I can testify to be true as we have many repeat sales from existing customers. A repeat customer does not happen by accident. A repeat customer is the result a relationship you have built up through excellent customer service.

"Care for your customer and they will return...care for your merchandise and they won't."

The point is...what are you doing to bring your customer back?

When the new customer comes on board your service they will automatically receive a thank you email. The use of auto responders from this point onwards is critical in. getting your message in front of your customers. Not only to sell to them but to keep in contact with them. This is very important.

Send them your messages with a contact email address, phone number or your mailing address if they wish to get in touch with you. You cannot afford not to do this because the next merchant will if you don't, and that's the merchant who will gain a loyal customer.

Many times as a result of nothing more than a minor misunderstanding I have upgraded clients to a better deal at no extra cost. The clients love to see that you are not mainly after their money. And really you are not. Or at least you should not be. You are after a successful business that will supply your wealth over a period of time when you have worked at it, not before hand.

Surveys suggest that service driven companies are able to charge up to 9% more for the goods and services they offer and grow twice as fast as the average. These are powerful incentives for becoming the best customer-service company in any industry. Equally, poor service has a cost penalty. It costs up to five times as much to go out and get a new customer as to retain those we have.

According to research the average person who has a bad-service experience tells at least nine others about it and 13% of complaints relate their experience to more than 20 other people. In comparison, people who receive silent service only tell three or four others about it"

Good customer care matters because keeping existing customers is easier than finding new ones, and satisfied customers will do a lot of our advertising for us. Most people consider doing business with a certain company because of a recommendation by a friend or acquaintance. Dissatisfied customers spread the bad news and undermine your business, which ultimately threatens everyone's jobs.

So, Your objective must be to provide the highest standard of Customer Care possible and to always aim for excellence. A customer who feels good doing business with you and through you, the company is more than likely to stay with you and recommend you to others.

People react to the way they are treated and act accordingly. With this in mind, think about why a customer is rude/angry/uncommunicative and ask yourself:

• Am I getting the customer-reactions that I deserve?
• Is my treatment of the customer at fault?
•  Why is the customer acting that way and what can I do to improve the situation.

Giving first is essential to your growth so put the client first every time, even if it costs you more now. The value of getting the customer in the first place must never ever be overlooked. Always try to answer any questions from your customers as soon as possible, this will create a feeling of professionalism immediately with your clients, so remember first impressions do count.