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3 Things To Consider For Top Customer Service

Posted by Beverly Giordano | Thu, Oct 04, 2012 @ 10:00 AM

Customer Service SuccessCustomer service is important to the success of any company, especially during weak economic times. The role the customer service department plays within your company is a valuable one, especially when business is slow. It is during this time, more than ever, that customers are looking for ways to cut expenses and save money.  Your customers are evaluating the need for your service and whether it is essential to their business or not.  This is when it becomes vital to show the value that your business can bring to them that others in your industry cannot.  Instead of cutting back on customer service areas, concentrate instead on making sure you are focused on providing top customer service. 

Here are three points to keep in mind for customer service success:

1.) Your customer service department is an important component of your business and a reflection of your company. 

You can provide a valuable service or product, but the success of that service or product relies on the support that your customers receive from your customer service department.  Good customer service  sets your business apart from your competition and is the key to retaining loyal customers.  If a client experiences bad customer service, especially during poor economic times, they are more willing to look for a service elsewhere.  Costs are always a factor, but excellent customer service can set you above the others.  Satisfied and happy customers may be willing to pay more and stay when their service level needs are met. 

2.) A positive experience should be your top priority. 

The poor economy has brought more attention to costs and cost cutting as well as the value of high quality customer service and a demand for higher standards.  When these are not met, this can lead to unhappy customers who will look elsewhere.  Happy customers mean free advertising and referrals for your business. Maintaining and retaining customers is what grows your business and you can do that by providing a positive experience even when your customer has a problem or complaint.

What does a positive experience entail?  Your customer service department should have good communication skills and product knowledge must be communicated clearly, especially when presenting what your business offers against the competition.  In addition, don't forget about other areas that play a role in your service level.  These include how quickly the phone is answered, the wait time, how their call is answered, and the response time of returning calls and emails. It is important to listen to each customer’s concerns and take the time to find solutions. 

3.) Customer service is really an aspect of sales.

It takes time and money to acquire new business, far more than it takes to retain an existing customer.  This is where your customer service department comes in - maintaining your customers and supporting the hard work that it took to gain their business is a large part of the job.  Retaining customers is vital to growing your business and creating a loyal customer base for ongoing sales. Excellent customer service can help establish a good reputation in the marketplace and put you in the top position over your competition.

Create and maintain a high quality customer service department staffed by representatives who are committed to providing superior, quality service.  Make sure your customers feel that they are important, reinforce the value of your service, meet their needs by resolving their problems effectively and efficiency with reliable and consistent handling of each call.  Most importantly, meet and exceed your customers' expectations and you have an opportunity to lead your business to success.

Is customer service a priority at your business?  Let us know, we'd like to hear from you.

 

Written by Beverly Giordano