Customer Service in Corporate World.
In corporate world, customer support is an integral part in almost all aspect of business development and growth. It plays a very important role in the company’s success as a whole. Customer support is considered as the front-end of the organization that could either bring the company down or help the company surge towards the very competitive market.
A company can streamline its operation through better customer support system. This will enhance it’s Sales, Marketing and Customer Retention. Studying on the impact of how the company deals with their customer through their Customer Care department will provide the upper management a better view on how to run the business effectively and efficiently.
The Role of Customer Care in Sales
Sales is an important part of a retail business which serves as the bloodline of the company. It could be a sales of product and/or services. This is where the customer support can showcase their skills to the current and future customers. Customer support in sales doesn’t mean that you’re the one who directly sell the product to the customer. A customer support can work before or after sale. It is the customer service skills that really matters. A CSR can make or break the sale depending on how well he manage each contact. A general inquiry contact can turn into a Perfect Sale or a Prospect Sale can also turns into a waste if that doesn’t goes well. Providing a perfect and exemplary experience to each contact made by the customer in an inbound call is a great way to attract customers and keep them from using the company’s product and services. Thus, every customer interaction is a perfect opportunity to win the trust and support of each customer for the company
Customer Service in Marketing
They say, focus on the marketing department of the business to gain more customers and success, however, working on the Customer Service is the best way to start. With a premium services given to current customers, it drives customer loyalty and brings new prospect customers because that one person who received a great customer experience and a satisfactory services from the company will tell his friends and family and his friends and family will share it to their own network of friends. This cause domino effect and brings good reputation to the company. This is also known as Marketing by experience. A low-cost marketing strategy with high reliability for the customer since it came from their own experience that they’re willing to share.
This marketing technique has been used mostly by big companies already through every customer contact. At the end of each call, a customer will be asked for a short survey about the product, support, overall experience and how well they recommend the company and its services to their friends and family. This is the subliminal message behind each survey that the customer gets after every contact with the company. The more they see that message “recommend to your friends and family”, with the great customer service experience, the more they pursue to spread the excellent experience they received. Unconsciously, each customer became a marketing material of the company and they represents its products and services for free.
More customer service inputs will be released soon…