Providing quality customer service to clients and clients is essential to the survival and growth of your business. After all, most of the income your business earns is derived from this. Today, customers choose to take advantage of a particular product or service based on which would provide the most value for their money. This goes well beyond the product or service used initially. In fact, more often than not, it is what they can receive after making use of such products and services that would eventually help them make that all-important decision about which company’s products and services to take advantage of.
Among these is the quality of service they would receive after using the product or service. This is where ensuring your business provides excellent customer service comes into play. From time to time, an existing customer would call or email regarding certain inquiries and complaints regarding the products or services they have used from your company. It is the responsibility of the employees in your customer service department to make sure that the customer’s needs at this time are sufficiently met. Otherwise, often the client would decide not to take their business to another company. In many cases, it would often result in the customer even demanding a refund of the amount he had initially paid for the services and products that were initially used, causing the business to incur a loss instead of a profit.
On the other hand, if the customer’s needs are met sufficiently and within an acceptable amount of time, the customer will not only be more than happy to continue patronizing your company’s products and services, but will also recommend your company to other customers. and potential customers. .
With that being the case, it is also important that your employees within the customer service department continue to be motivated to provide quality customer service to their customers and clients. This is where the importance of internal customer satisfaction comes in. Your employees are your company’s internal customers, and just like your external customers, they have their own needs that they expect the company to satisfy in exchange for the services they provide. It has been noticed and observed that employees who perceive that the company cares for them are highly motivated to go beyond what is considered acceptable based on the company’s quality standards. As a result, they take it upon themselves to make sure that the company’s clients and customers are treated the same as they are.
On the other hand, if employees’ needs are not met, they eventually become frustrated and disappointed with the company. This would then manifest itself through his job performance. They become less motivated to fulfill the tasks and responsibilities that the company demands of them. They are absent more frequently, and in some cases, this would eventually lead to a high rate of employee turnover. As in the case of external clients, this series of events would also lead to increased losses and unnecessary economic expenses by the company, which would have to continuously allocate a greater budget for hiring and training, as well as compensation of employees who have felt their rights have been violated or ignored.