BUSINESS THEORY 101
Nice Isn't Enough
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There seems to be a growing trend in business. Instead of providing customer service, the customer service representatives of many companies are now providing pseudo-customer service. They appear to be providing customer service because they act concerned when you call with a problem. But underneath the trained smile, there is no supportive action. They're polite, courteous, make all the right sounds to assure you, but that's all they do. They don't provide any actual service. They will say whatever it is they think you want to hear. And that's even worse that no customer service at all. It's intentionally deceiving the public. It only serves to aggravate the customer who will then not only speak badly of the company, but is also more likely to bring his business elsewhere.
A new company usually provides customer service because that is how they get business. Once established, customer service is forgotten. You will get a salesman, someone to make the sale, but you don't have anyone going out of their way for you. Some companies have realized that they must provide something that their competitor doesn't. That's where customer service comes in and makes a valuable difference. Customer service can make or break a company.
What does it profit a company if millions are spent in advertising to attract new customers, yet nothing is spent on support staff customer service training to keep those customers? At the first sign of trouble, your customers will go packing elsewhere if they encounter unprofessional customer service representatives. Spending money on advertising is a waste if there is no customer service to back it up. All your company needs is one call that results in irritation because the service representative has no training. The area of expertise that receives the least attention and yet needs it the most is customer service training. It won't matter what the product is or how good it is, if the customer can't get the help, understanding, and problem solving they need when it matters most - when they have a problem.
How can you be sure that your customers will remain loyal to your company? Enroll your employees in our High Esteem Seminar and the rest is easy.