As another New Year is welcomed by the business sector with both arms open, customer expectations exhibit no signs of downfall. Customer service is an extremely crucial factor for business owners owing to its impact on productivity and brand building. You must realize that customers are the only inspiration for your business as revenue is generated when they are convinced to make a purchase.
Because of the exponential growth of customer service trend in the businesses, several call centers have emerged in last few years. Everyone is claiming to offer unparalleled service to customers, yet, we can witness the shortage of excellent service level. What is the reason?
As per experts, in coming years, most of the businesses are going to the spend same amount of money in customer support division as they are pouring in on different segments such as marketing, sales, and allied. Customer service is not offering only support to customers. It has become much larger than that. Do you know that an outbound call center can actually impact the revenue of your business directly? Yes, an efficient customer call center is known to increase the retention rate for your business. Since customers feel extremely content due to astounding service experience, so they will like to come back to your brand only.
All of us know the relevance and importance of customer service, yet there are many companies that lag in this race. They offer a superlative range of products/services but lacks the vision to serve the customers at all cost. The consequence is that these companies see an exodus of customers and hence witness the downfall of the revenue.
Prominent customer call center has a workforce of industry experts which deals with call handling and taking an omnichannel approach. So, what is the reason for the existence of the gap between the demand and supply of customer’s expectations? Or do you know what is expected of the customers? Well, let’s see what your customers really want from you:
What are customer’s expectations?
Basically, what a customer expects is that someone takes care of his/her needs in a seamless fashion. No bottlenecks, no hold time, no delays, and no disappointment. The customer expects a constant service without any hassle because your business promised him/her so. This is not something which can be ignored. The implications of poor customer service are drastic and have affected a lot of companies badly. Now, we will be looking into the consequence of offering constant poor customer service.
1. Customers will move on
Well, this is inevitable if you are not going to match your promises with your offerings. Your customer made a purchase with your business because you promise to deliver a high-quality customer service. There is no winning prize to guess what happens if you fail to do so. The customers or prospects will move on to some other business if they won’t get what they want. An organization without a solid customer base is same as a thirsty man swimming in an ocean. You will keep putting in efforts but your business objective will not be accomplished!
2. Customers are active on social media
Its ancient history when customers used to rely on only one medium i.e. telephone to complain or express their frustration about some poor product/service to the brands. Traditionally it was anticipated that one customer can spread word-of-mouth to 10 other people. Nowadays, one customer can start a campaign reaching millions that can ruin your company’s reputation, all thanks to social media. With around billions of MAU (monthly active users) on Facebook, customers are no longer surviving on the mercy of companies. It’s the other way round now, as it’s a buyer’s market now. Because of clutter and so much competition in the market, a customer is not supposed to stay for even a second if extremely poor service is being offered.
3. One poor interaction with customer= lowering of company’s repute (each time)
Believe it, offering poor customer service costs more to your business than the loss incurred by not having a customer support team. Call centers should make it a habit to train their professionals with utmost precision and effectiveness. An agent can surely make a difference by walking an extra mile for the customers and offering excellence. When you focus on customer service like we do, you will be witnessing a magical brand loyalty and customer retention rate.
A customer is much more than just making a purchase. Customer goes well beyond than that. It’s about making a customer base and retaining them effectively so as to inspire loyalty and growth simultaneously. Customer service is the necessary weapon every business should have. Because, it can either help you win the war or if shot back, can ruin your empire in a bizarre manner (so to speak).