Each and every brand presumes its customer service as the best. But in reality, this particular service all across brands holds a mediocre position. The experience gained is sometimes a bit unpleasant, inconvenient, unsatisfactory and sometimes expensive.
High-Quality Customer Service – An Integral Part Of Business
High-quality customer service is considered to be an integral part of any business. It helps in affecting the importance of brand along with business objectives that include loyalty, repeat purchase, high satisfaction, usage revenue along with up selling.
Due to thehigh focus on such trade implications, there is a continuous pressure on brands to enhance customer perceptions with regards to service associated. Enhancing customer service is not at all that difficult as it seems.
Important Strategies For Enhancing Customer Service
It can easily take place in case organizations are ready to reconsider certain business strategies. Below are some very important strategies for enhancing customer service:
- Incorporation Of Customer Service In Business Planning– The nature along with quantum of service requirements are solely dependent on activities of some other functions. Organizations must incorporate requirements of customer service into all aspects of business activities that include production, pricing, people, communication, and culture.
This will help organizations to get prepared in a better manner in terms of service eventualities hence making customer service the liability of entire organization.
- Changing Attitude To Service– Even after being a highly critical business activity, customer service function hardly commands the type of respect as done by others. There are some people who perceive it to be menial, unpleasant and dirty. Appearances along with resources in association with service center are far inferior.
In case an organization treats service function in such a manner, there are chances that customers will be getting the same treatment from service function. Management needs to go far beyond in order to provide mere lip services in case the rest of the organization is determined in respecting customers along with customer service.
- Getting Integrated With Marketing– Customers are considered to be an important resource for marketing. They act as most credible ambassadors of a brand whose word of mouth recommendation is far more effective in comparison to all other marketing activities put together.
Organizations must make marketing solely responsible for customer care. They may also go ahead in creating a separate customer marketing function in order to nurture, protect and leverage core assets in a productive manner. It will also help in removal of disgrace in association with service.
- Shedding Of Profit Center Approach– There are some organizations that try their best to gain a high level of profit from customer service. In the case of a profit center approach, revenue generating activities that include selling of spares, contracts and many more become more vital in comparison to aforementioned business objectives.
The selling process at low margins is the normal reason for an approach towards the profit center. Brand along with business objectives must be the only purpose of customer service function. The collective value in near and long term will always be higher than profits made from normal service activities.
These are some of the vital strategies that need to be followed in order to enhance customer service.