Customer Service shouldn’t just be A Department
“Customer service shouldn’t just be A department, it should be the entire company.” (Tony Hsieh, Zappos CEO)
A lot of effort is invested in winning a customer, a lot of time, money and personnel.
But then, curiously, less is invested in retaining them.
And this is specially related with customer service and with the meaning of the quote in the title.
But there is a detail that is not always remembered.
It is that customer service includes not only the support provided after the sale.
It is not only after-sales service and complaint handling.
It is also before the sale is made.
Also, in the process of discovering needs and trying to help the customer with your experience and advice.
Also, in responding quickly and efficiently to their questions, doubts and concerns.
Also, in not taking too long to prepare your proposal, guiding them consistently throughout the sales process.
Also, in making sure that the closing or contract is clear and transparent.
Also, in ensuring that everything goes correctly in the production and logistics part so that there are no errors between what is ordered and what is made and sent.
In preventing potential problems or incidents.
And generally worrying about solving customer problems.
Before, during and after the sale.
In short, Customer Service, with capital letters, is a key element of the customer experience.
Moreover, if it is superior to your competition, it will be the main thing they remember, the added value that will make you stand out from the rest.
In fact, customer service is one of the most important factors influencing customer satisfaction and, above all, recommendations to other potential customers.
It is the best advertising.
Your customers will recommend you for your superior customer service and for your great experience compared to the competition, and compared to their past negative experiences.
Therefore, because you far exceed their expectations, it will be one of the key elements in winning their loyalty.
And yet, there are countless companies and sellers that fail at this…
Everyone in the company, from the first to the last, must be involved in providing Excellent Customer Service.
In that sense, more than a service, it should become a philosophy, in line with the company’s culture, business policy and with its mission and values.
Don’t limit it to just one department.
Please.
Check more tips about the customer experience and additional ideas to go beyond price (chapters 5–6): 51 Sales Tips, Keys to Sell More and Succeed Selling
If you like to read more about sales topics, here we go:
