Customer service is one of the greatest keys to your business success. Every aspect of every business, from marketing to sales and profits, relies on your customers. Customers are the life-line of every business, and the key to survival. Great customer service creates new customers, keeps loyal customers coming back, and develops referrals for future customers. In this day and age, your business is not what you say it is, but what your customers say it is. So, being kind and treating people fairly and with respect will always bring business to your company.
The Facts
The facts don’t lie. According to Help Scout, these are some of the overwhelming facts that support the importance of good customer service.
- 91% of unhappy customers will not willingly do business with you again.
- On average, loyal customers are worth up to 10 times as much as their first purchase.
- There is only a 5-20% probability of selling to a new prospect, and a 60-70% probability of selling to an existing customer.
- It takes 12 positive experiences to make up for 1 unresolved negative experience.
- News of bad customer service reaches more than twice as many ears as praise for a good service experience.
- It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.
- 70% of buying experiences are based on how the customer feels they are being treated.
The Takeaway
Good customer service can make you, and bad customer service can break you. Taking the time to focus exclusively on your customers’ needs and servicing those customers to the greatest extent will lead to many benefits for your business. Some of these benefits include:
- Increases repeat purchases
- Increases the dollar value of purchases
- Creates positive word-of-mouth promotion for your company
- Differentiates you from your competition
- Minimizes price sensitivity
- Improve employee morale
- Retains your customers
- Increases your productivity
- Foster better employee/supplier relationships
Customer Service Training
Customers overwhelmingly show appreciation for great customer service with their wallets. With this in mind and all of the listed benefits above, it is clear to see the importance of good customer service. However, good customer service does not come naturally to everyone. Customer service and inside sales team often are the first point of contact with your customers, and without proper training they could be costing you customers. Customer service training can give your sales team the tools to effectively implement a winning strategy and help your business thrive.
Customer service training is the best way to ensure your customers are getting the best customer service. Sandler Strategic Customer Care is a customer service training program unlike any other training available. It provides long-term, incremental reinforcement training and coaching to ensure a return on the training investment. In addition to proven technical skills, positive attitudes and productive behaviors are developed to effectively implement winning strategies. After completing the training, your team will be better equipped to handle difficult customers, have the confidence to make outgoing calls, understand the selling process, and know how to take a client to the next step in a sale. To learn more about Sandler’s Strategic Customer Care training program and the benefits it could have for your business, contact Sandler Training today.
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