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5 things every CEO should know about good customer service

26th July 2015 Print

Any successful business must ensure that their level of customer service is as high as possible. Without customers, there will be no business! It is important that a CEO is aware of the factors that contribute towards good customer service. According to New Voice Media, 70% of customers would remain loyal and 69% would recommend a company to others if they have received a positive customer service experience. 

1. Benefits of Call Centres

As a part of a marketing strategy, many companies decide to benefit from the use of call centres to provide excellent customer service and to raise the number of sales. It is often viewed as being a strategic investment. CEOs need to understand the effects that call centres can have on the company. It is the perfect gateway towards better understanding your customers whilst acting as a positive way in which to increase customer loyalty. Call centre jobs in Manchester for example, will be able to not only give job seekers a break but they can also ensure CEOs that their businesses’ level of customer service will increase retention, loyalty and customer satisfaction. 

2. Understand your Customers

Understanding your customers’ needs and desires is crucial if you want them to remain loyal and tell their friends about your business. You must gain relevant insight into the way in which your customers think. This means doing your fair share of customer development. Talk to them and listen to their problems. This will help to develop a bond between you and your customers, which will, in turn, make them feel respected and valuable. As a CEO, it is important that you do not create a barrier between yourself and your customers. They need to know that they can trust you and your services.

3. A Trusted Team

You need a trustworthy team of employees behind you and the company. This is particularly true when it comes to customer service agents. The job is not as easy as it may seem. 

They are often required to field complaints and solve any issues that may arise regarding products or services. Because of this, your customer service team need to be friendly and helpful to all customers. They represent the business and the brand. If they are making a customer feel unwelcome or neglected, that will reflect badly on not only you as the CEO but the company as a whole, resulting in unhappy customers.

4. Use Social Media

Customer service via social media is on the increase. According to Parature, customers end up spending 20% to 40% more with companies who engage and respond to social media customer service requests. Social media is a great platform from which to reach out to potential customers and increase branding. 

5. Don’t Lose Customers

If you want your customers to recommend the company to others, you must give them a positive customer service experience. Many companies waste money on poor customer service as having a bad experience will immediately make customers turn their heads in the opposite direction to find solutions to their problems elsewhere. Small changes will make a huge difference. Greet customers with a smile, listen inventively and strive to be their solution. Let them know how your company can benefit them and why your services or products are just what they need.