Do you know the importance of providing a good service to customers? In the corporate world, we, generally, see a dedicated department for customer service in many services providing organisations. Is it really an efficiently active unit or just established for the sake of showing off and deceiving visitors and customers? It might not be adequately serving the target audience for one reason or the other! Thus, there is no point of having it if it adds no value to the business.
Serving customers is unfortunately not accorded high importance in some organisations. This could be obvious to some of you; perhaps to those who have experienced unpleasant service or treatment. I just wonder how some organisations dare to carelessly provide improper bad services or deals to their customers.
Believe it or not, people are desperately treated and served, although they pay or have already paid for the service or product, which they are supposed to get. What is actually frustrating is that you might be treated inappropriately in a commercial and customer-oriented organisation where employees are assigned to serve their customers. Steve Jobs, founder of Apple, said: "Get closer than ever to your customer; so close, in fact that you tell them what they need well before they realise it themselves".
Just imagine that one day you are about to buy a product, but due to bad customer service or offensive attitude of the promoter or salesperson, you change your mind. Possibly, you might even hate that particular shop or brand for the unacceptable experience you had. Such incidents happen every so often when the sales executive or service provider doesn't really care whether he/she gets a customer on that day or not.
It is true what has been said, "It takes 20 years to build a reputation and five minutes to ruin it". Therefore, if employees think about that, they will definitely do things differently. In fact, they are not fully aware of the significance behind well and satisfying customer experience and its impact on people and their impressions. Sometimes, It is because of employers are not highly concerned about loyally serving their customers or clients so do their employees.
Mahatma Gandhi was absolutely right when he said, "The customer is the most important visitor on our premises. He is not dependent on us, we are dependent on him. He is not an interruption of our work, but he is the purpose of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so".
In point of fact, we all have different stories about when we were treated exceptionally well or extremely poorly. Usually, we likely tend to share these extraordinary stories and abnormal experiences with colleagues, friends or family. For that reason, we all recognise the influence of the word of mouth marketing as it can be the absolute best advantage or the worst downside for a company.
If truth to be told, what organisations are not aware of is a proper customer experience so they get their customers pleased. Getting customer's satisfaction is what matters more than just providing him a service or a product. Thus, organisations need to be more focused on satisfying their customers by exceeding their expectations and giving them a first-class service. As Bill Gates advised, "Your most unhappy customers are your greatest source of learning".
Organisations shall have customer satisfaction department instead of customer service. Customers need to be satisfied not just served, so you have them on your side to promote your brand, product or service. Dear customer service executives or agents, just remember that only the good experience that makes the difference. Loyal customers don’t just come back and simply recommend you, instead they insist that their friends do business with you.
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