To make business operations more efficient businesses and managers often tend to departmentalize tasks and goals to chunk them into smaller parts which makes it doable and makes the job more effective. But one aspect that many businesses tend to neglect is the area of customer service which they think is just a part of the whole operation process, which it is not. Thus, what happens is that they neglect one of the most important functions in business operations. But how important is customer service? Here are some points to enlighten that question.
Increase Profit
So, in reality, businesses exist so that they provide products and services and in return to hat they profit from it. Simply speaking business’ final goal is to earn a profit for the proprietor and also for the operations.
Customer service is important because it can increase the profit of the company by seeking out the problems and issues from the side of the customer and adjusting to meet those needs creating an ideal setup for businesses to gain more clients and in turn more profit.
Rapport Building Mechanism
The function of customer service is not only about talking to customers it is also about building that needed rapport with the clients and prospects alike. Say for example a person is interested in a product and calls the company about it, how the representative responds and meets the inquires of the person will eventually create a rapport between the company and the prospect that it will greatly impact whether the person will avail of the product or not. And the reason is not only because they like the product but rather because of the contextual support provided to them the prospect will feel valued thus affecting the purchase.
Higher Customer Satisfaction Rating
Of course, if a company has a representative which the people can talk to or reach out to then it will actually create a nature of high satisfaction because the consumer can freely express their opinion or voice out if they have any issues or problems with the product.
If so then it would account for a higher customer rating and review not because they have an issue with the product but because they were able to freely express their own opinion and be listened to by the representative the idea of having that open channel to communicate to a company is a novelty in itself for the customer.
More Effective Marketing
Let us say you have a functional and well-performing customer service agency in your company, regardless if such is outsourced or is integrated within the company, the connection between the client and the company from that mechanism of communication creates a better marketing environment for the company.
Given that the company can now mold its ads and business pitch based on the data from the brand representatives. It is not easier to market and more effective because of the client service provided by the company.
At the end of the day, it is not just about the business and the profit it makes, sure it is a major motivation but it is also about building the business as an entity that connects with people and meets their needs in the process.
