Customer care is the gateway between the customers and your business. When growing a business, there are a lot of factors that you have to keep in mind. Among those factors, is customer care. It may seem like a waste of time investing a portion of your budget into customer care but if that is the case, you are sorely mistaken. As we already mentioned, customer care is a direct link to your customers, the people who if they did not like your service or product would go and find it elsewhere rendering your business obsolete. So listen up and make sure you know how important it is to have excellent customer care.
- Word of mouth
When people call customer care, they expect to be treated with a certain amount of respect in a certain amount of time. Hiring people who are charismatic and helpful is the first step to getting a good service going. Even if the waiting time is a tad too long, when customers hear someone being nice to them and answering their every question, they will reciprocate by saying how good your service is. They will talk to other people who might be looking for the same service and suggest that they should contact your business. Word of mouth is a very effective and free marketing tool that can get your business a lot more customers than you would have thought.
- Retaining your customers
By taking the time and effort to invest in your customer care team, you are increasing your chances of retaining customers. It is significantly cheaper to retain customers than to acquire new ones. If there is a retention increase of 5%, that would translate into an increase of at least 25%. Why is this you ask? Customers who keep coming back to your business are more likely to spend more money which in turn means that your business can spend less in operating costs.
- Your image
With every business comes its brand, image and values. You can use as many resources as there are available to you, but the customer will still assume things about your business. They will derive their assumptions from the promotional ads, social media presence and all other marketing that your company puts out. So by having an excellent customer service team, your clients will begin to assume that your business is what they need. If you do not have a customer service team, you will not have that direct link to the customer leaving them to go to your competitors. By investing in customer care, you will be increasing your chances of keeping and gaining more clients.
- Happy employees, Happy customers
Since we have established the main reasons why excellent customer care is crucial to your business, it’s time to discuss what makes them excellent. Yes, hiring talented individuals is key but retaining them is another important thing. Keeping your team happy is what makes them do their job well. By respecting them and creating an environment in which they can come to you with their concerns and ideas is what will keep your team intact.