What’s the purpose of customer service? You might think, to fix problems. The thing is, it’s a little more complicated, and affects your investment.
Customer service is not always on our minds as leaders. It’s often seen as a cost, and little else.
What’s the purpose of customer service? You might think, to fix problems. With that mindset, it doesn’t make sense to invest much in it.
The thing is, it’s a little more complicated. Here are 7 purposes of customer service:
These 7 purposes start to shift your perspective.
You can reduce your costs by designing a better product or service. By doing a stellar job at education in your manual, online, or in a video.
You can enhance your customer service ROI by learning from your customers so that you can do all these things better: design, execution, education, relationships, and impact.
When someone makes the effort to call or email your company, your customer is giving you a second chance.
Your customer service staff have the opportunity to not only make it better, to build your relationship, and to decide to refer you or to buy again. These members of your team can make the difference between whether your company has its intended impact or not.
That’s worth the investment.
Confusion about what you want to achieve and what it costs helps no one.
If you engage with customers, be clear about what it’s worth to your company, what it is you want to achieve, and what it costs. Then decide and do that.
There Is Such a Thing As Too Much Free Content
When you fundamentally reexamine your marketing strategy, it’s very freeing. You can focus on what’s most important.Do Your Prospects and Clients Really Know You?
People buy from those they know, like, and trust. How can you help them get to know your business? How can you build their trust?Postpone Your Impact, and It May Never Happen
Life will always get in the way, if you allow it. We can put ourselves in a holding pattern too. For a long time, I put off starting a podcast. I’m not ready, I said. I don’t know how to do it, I said. I’m scared to do it, I said. I’ve got too much going on, I said.