Although each customer is unique, they all expect three things in common, that is:
- A quality product.
- A Reliable service.
- Reasonable prices.
Put another way, customers expect more bang for the buck.
Moreover, in today’s competitive environment, the companies that will survive and continue to do well are those which are customer-centric in their service.
This means therefore that these companies will not only put customers first, but also are service centered and oriented.
They will also recognize the basic rights of consumers as stipulated in the consumer bill of rights. These include but not limited to the following: the right to be informed, the right to safety, the right to be heard, the right to choose, and the right to service.
The fact is companies that focus on creating good customer relationship and experience are more likely to succeed than those that do not.
Now, here are 5 customer service myths that one will hear from time to time:
1. More complaints mean the spending of more money to keep our customers happy.
Fact: 80% of customer service calls can be solved on the fly, so the question of a large budget to resolve customer complaints and make them happy is a no-brainer.
2. Fewer complaints mean that our service is excellent.
Fact: A lower number of complaints may be sending a wrong signal. Therefore, customer feedback and complaints should be facilitated and encouraged because it’s only then a company can enhance and improve its services.
3. It’s better to invest in marketing and advertising than customer service.
Fact: It costs at least five times as much to win a new customer as it does to keep an old one.
4. Our customers have conflicting objectives; we will never be able to satisfy them.
Fact: Gotta do what you gotta do – that is the right thing, that of providing superior customer value and exceptional customer service, regardless of customer perception.
5. Customers don’t care about great service; they just want the lowest price possible.
Fact: This is detrimental to any company that makes such an assumption. Companies succeed on the basis of quality product, reliable service, and reasonable prices. Moreover, great service does not negate low price, but enhances it. Anything, other than excellent service is myopic.
Readers Bureau, Contributor
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