All businesses, no matter how big or small, need customers, and this is because they depend on their custom. If this custom was to disappear, it is not going to be long until a business goes out of business.
Based on this, it is clear to see how important good customer service is, and no matter what kind of service is being offered to others, this is something that needs to be done right. This is not to say that mistakes can’t be made; what it means is that they can’t become a regular occurrence.
There will be times when it will be possible for a wrong to be made right and then there will be times when this is not the case. It can all depend on whether someone is able to share their experience with some who empathises with what has taken place or if they end up keeping to themselves.
If they share what has happened with someone who represents the business they are receiving a service from and they are responded to in the right way, it may be enough to stop them from developing negative associations and for them to continue to use their services. Yet if they are unable to do this, it could be the last time they use their services.
It might be inaccurate to say that someone would keep their experience to themselves; as there is a strong chance that they will tell others. What this comes down to is that when someone has a good experience they usually keep it to themselves, but when they have a bad experience they are more likely to tell others.
In the past, this would have included their family, friends, and the people they worked with, but in today’s world, they can share their experience with the whole world by using the internet. As a result of this, there is an ever greater need for businesses to pay attention to how they are treating people.
Word Of Mouth
What this shows is how much of an influence someone’s experience can have on the people around them when it comes to where they should spend their money. This is why word-of-mouth marketing is often seen as the best form of marketing there is.
However, if someone has had a bad experience and they share this with the people around them, this type of marketing is only going to have a negative effect on a business. Instead of there being an increase in the amount of people who want to use their services, there is going to be an increase in the amount of people who don’t want to use their services.
There are certain countries that are known to have good customer service and then there are others that are known to have service that is not so good. And once someone has been to a country that offers good service, they are likely to have a better understanding of what is good service and what isn’t.
Whereas if they had not been somewhere where the service was good, they may think that the kind of service they are getting is normal. This is not say that the kind of service they experience on a regular basis doesn’t annoy them, but it might not stand out.
When a country relies on tourism in order to survive, they can have a higher level of customer service. It is then something they need to get right and not something they can simply overlook without there being serious consequences to their own livelihood.
From a very early age they would have leaned how important customer service is, and this would have taken place directly and indirectly. And even if they didn’t consciously learn how to treat customers, they would have learned unconsciously through watching others.
This is not the only thing that can define whether a country has good customer service; it can also depend on what a country values. When a country values good customer service, there is going to be greater pressure on people within the country to deliver the same service.
If this pressure didn’t exist and they were surrounded by people who displayed bad customer service, there would be less chance of them developing it. As a result being brought up in this kind of environment, it would be normal for them to mimic the behaviour of those around them.
The kind of service that a business will need to provide in order for it to be classed as good can all depend on the kind of service they are offering. Having said that, there are going to be certain things that will need to exist no matter what kind of service is being provided.
Firstly, it will be important for someone to be present, and this will allow them to acknowledge the customer. Through this, they will be able to experience eye contact and to greet the person in front of them.
Just the Beginning
Once this has taken place, it will be possible for someone to meet their customers’ needs. After responding in this way, they may find that they have already fulfilled their customers’ needs.
If not, the interaction will have started off in the right way, and this will allow them to take the next step. When these first steps are not taken, they are not going to fulfil the customers’ need to be acknowledged, and this may mean the interaction either comes to an end or it may be the last time they see this customer.
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Oliver JR Cooper
Oliver JR Cooper
Author of 26 books, Transformational Writer, Teacher & Consultant.
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That which is contained within these articles is based on my own empirical understanding and is true for me at the time they were written. However, as I continue to grow, what I perceive as the truth will inevitably change and as a result of this - parts of these articles may not reflect my current outlook.