Good customer service is hailed as one of the most important things a company can offer by some of the world’s most impressive corporations, such as Disney and Virgin. Although no company wants to provide poor customer service, some organisations do not view exceptional service as a priority. This is a result of the costs it could incur in the form of time, effort and the expense of coaching staff.
However, the benefits of offering good customer service far outweigh the extra training that employees may initially have to undertake. Read on to find out more about these benefits and how staff can be trained and motivated to deliver the standards of service required to make a difference.
Having exemplary customer service helps with client retention and these consumers can bring long term value. Customers who are treated well are far more likely to be loyal to your brand. Studies have found that these customers are worth up to 10 times as much as the value of their initial purchase. It is also important to note that while businesses have a 5-20% probability of selling to a new customer, the chances of selling to an existing customer are much higher at 60-70%. (Marketing Metrics). This then leads on to…
Satisfied customers can result in an increase in an organisation’s profits. An American Express survey found that clients are actually willing to spend 13% more with companies who they believe provide excellent customer service.
Staff are more likely to upsell to satisfied customers, and customers who are happy are also more likely to recommend an organisation to their friends and family.
Consequences of poor customer service
The consequences of poor customer service should also be considered. Brand reputation is more important than ever with customers searching the internet for reviews before they purchase. Negative customer experiences can greatly impact on what is said about your company online. 91% of unhappy customers will not willingly give a company repeat business. Negative feedback reaches twice as many people as positive feedback.
A better working environment
Employees notice how they are taught to treat customers. Encouraging staff to value customers and provide good service allows them to be proud that they are working for your organisation. This will also result in positive interactions with customers, leading to happier staff, which in turn helps with employee motivation and retention.
C-Live, our virtual reality roleplay simulation allows staff to practise and enhance their customer service skills. Nothing is pre-recorded, and all interactions are live.This allows us to create bespoke scenarios appropriate to individual organisations. For more information, call us on 01270 449 165 or email CTS@iwanttoconnect.co.uk