In any industry the true value of customer service comes from the relationship you build with a customer. Whether it be good or bad, you are building a relationship every day by the way you interact (or don’t interact) with your customers. If you can establish a personal relationship with your customers, you are 10 steps ahead of your competition.
Recently, I witnessed an interaction between an owner and a customer which I found to be unfortunate. The customer was complaining ,of some problems, in a public forum. This gave the owner a perfect opportunity to come to the customers aide and provide great customer service. Instead, the owner told the customer it was inappropriate to make a post in this particular forum, everything was working fine on the site and then told the customer to send in a support ticket. Talk about a wasted opportunity. I feel a better way to have handled this situation would have been to address the customers concerns in this manner- “Hi *Customer Name*- I understand you are having some issues at *site*. May I contact you in private so I can help you resolve any problems?” Which way would you consider to be better? Use every opportunity you can, public or private, to interact with your customers and share important information in social communities.
Use Great Customer Service To Keep Customers
There will always be competition in the business world. When a customer decides to use your product or service, you have won the competition battle and now it is time to establish a relationship with this customer. By providing good customer service, you can assure your customers will continue to use your product or service in the future. Great customer service is a way to build customer loyalty. I feel it is imperative to a successful business to keep the customers who have already chosen YOU. While growth is important, achieving a sustainable customer base will help maintain your business.
In today’s social world, it is easier than ever to provide good customer service with customer relationship management. By providing timely information, addressing problems, answering questions, and much, much more, you have the ability to build relationships with, not only one customer, but many customers at once. The true value of customer service is building a positive relationship which will last.