Elevating Customer Service To The Next Level
July 19, 2013
Today customer service is a black hole that can suck the life out of innovative companies — unless it is handled properly. That’s why when you call customer service, you notice a big gap between the companies that do it right and the ones that don’t. When a customer notices, companies either win or lose. So you had better make sure you continue to delight the customer if you want to keep on winning.
Do you dread calling a company to get customer support? Most of us do. We are on hold forever and the problem drags on way too long, leaving brand loyalty damaged. Some companies are solving that problem by partnering with customer service providers — building customer loyalty, developing a competitive advantage, and turning a profit at the same time.
Seeing the Customer Service Light
A customer service provider offers enhanced service, which increases satisfaction levels and builds brand loyalty. It’s especially effective compared to traditional customer service. It also offers many different services to companies in many industries — yet customers often are not aware they are talking with someone from a different company. It helps companies create a new revenue stream and deepen their customer’s loyalty through branded services that enhance their experience. It makes customers happy and keep customers happy, plus earn profit for themselves and the client company at the same time.
Customers Want Instant Gratification
When customers call for service, they want a problem solved — and quickly. There are two types of customer care, regular and enhanced. With regular treatment, the customer’s experience often starts with a long wait. By the time the problem is solved, the customer is often cranky, which does not lead to a good relationship.
Enhanced customer care is often handled by separate companies – usually through a call center. They fill the role of the customer service experience provider. Their job is not just to solve the customer problem, but to improve the customer’s relationship with the company — and earn a profit in the process.
A customer who pays a few dollars per month gets a special number to call for fast, expert help with problems. Isn’t this the kind of service every company wants to provide? Of course it is. So why aren’t more of them taking advantage of this improvement? Maybe they think their own customer service is good enough. Maybe they don’t realize the damage that is occurring to their brand. Who knows?
Serve Well or Die
Yes, you’re right — this is the kind of experience every company should provide. Customer service was better before the tech explosion created long lines of confused and unhappy people. We can all remember plenty of good and bad experiences with customer service. It can help a company either build or destroy brand loyalty and customer satisfaction. Good customer care cements the relationship with the customer. Bad care destroys it.
Consumer-focused industries — wireless, cable television, smartphones and tablets — are continuing to grow rapidly. Based on that alone, this will be a long-term opportunity — or a threat, depending how you look at it. Customer care is a young segment with a big upside going forward. It’s up to companies to solve their customer care problems. You can also create new areas of growth and profitability at the same time.
Call us at (416)858-3811 or email at email@example.com. SLIM Enterprises is the top chosen customer service provider and technical support provider to many global organizations. You may also check our website here. There is never any obligation until you have found the perfect solution for your business.