Businesses that thrive for success should always include customer service in their top priorities.
Being able to offer top of the line customer service is just as important as being able to produce quality products and services.
The secret in customer service is keeping your customers elated and wanting to do more business. In today’s online world, customers are so keen to share their opinions and experiences with brands and organizations in different social media platforms. This is also part of the reasons why businesses should always strive to look for better ways to amplify their customer satisfaction.
What does it mean to be customer service oriented?
Most of the time, a lot of entrepreneurs’ number one focus is their own business, how they can scale, gain more leads and sales. However, to be a customer service oriented company means that you are centered around your customers needs and wants. You care more about your target market than your own gains.
A customer service orientation is divided into three levels. Each level defines how each organization engages with their customers:
- Level 1. Engages to customers in a polite and well informed manner. In level one, customer service representatives lead customers to the right department or sources.
- Level 2. Customer service representatives have in-depth knowledge of the products and services they offer. They guide customers in solving their problems, and ensure to maintain a good relationship.
- Level 3. This is when representatives interact with customers proactively and they go out of their way to meet the customers needs. They also make sure to identify what they need to improve to better satisfy their customers.
This type of approach is more than just having to augment your overall customer experience. Customer satisfaction also results in higher customer retention. This means that the happier your clients are with your brand, the more chances of repeat business.
Why excellent customer service is the most important business metric
Remember that it is not just about sales and marketing, your customer service also represents your brand, identity, and values. Excellent customer service is the key to establishing your reputation in the market industry.
Excellent customer service is also a result of eager customer service representatives. This empowers your employees to perform even better and do more. Further, having loyal patrons also leads to them referring your brand to other people, which also helps in growing your customer lifetime value.
