The Importance Of Customer Service - A Study In Wrinkle Cream
Posted: Thursday, April 09, 2009
by Sabrina James
http://www.wrinklebest.com
Customer service is often talked about but very rarely delivered upon at a high level. Consumers are very quick to recommend a good or service to others when stellar customer service is provided. Why then do so many companies fail to deliver on customer service? It comes down to whether or not they actually believe that customer service is important and if so implementing a level of service that is second to none.
Think about the amount of money your company spends on advertising and marketing simply to get a customer to walk in the door. These campaigns are never cheap and cost thousands of dollars to provide customers a level of confidence with your organization needed for them to complete their purchase. Then once they are in the door they feel that they are treated poorly or unappreciated and all of that money goes to waste. Not to mention needs to be re-spent just to get another body in the door; making customer service a potentially huge profit leak if left unattended.
Take wrinkle creams for example, in order for a wrinkle cream to gain a customer base, not only does the product itself need to be effective, but the expense it takes to deliver those results to consumers is far too expensive to drop the ball when it comes to customer service. First there is the research of the best anti aging ingredients to be included in the product, then there is the actual manufacturing of the product itself. Then there is product samples that need to go out to consumers and industry specialists just to gain the endorsement of these consumers to start the positive word of mouth. Once a wrinkle cream company realizes that it has a product that is popular with both consumers and experts, they can then take the step of spending money on advertising. All of this is out of pocket before the very first paying customer walks in to buy the product. The when finally someone does wish to purchase the cream, a customer service representative upsets them with either poor people skills or bad response times to concerns. It just does not make fiscal sense to have poor customer service.
On the contrary, if that same wrinkle cream company implemented a series of principals that they adhered to, and hired the right customer service representatives that same customer could leave with a product that makes them happy and an experience with your company that prompts them to tell others. Your marketing dollars provides sales that continuously provide incremental increases in sales volume, all because your organization took the time to make the customer's experience the best that it can be.
For years companies have been placing large amount of emphasis on the level of customer service and they have found that it is so instrumental in the volume of sales it generates that they have even increased budgets to include customer service training for its representatives. There are courses specifically designed to increase the level of support and type of people skills that have proven to be the most effective. And these investments too, have proven to be cost effective in the long haul, due to the response of customers. In a way fantastic customer service is just another form of advertising, but the impression it leaves is always positive and likely to result in monetary gain. So if you need to ask yourself whether or not customer service is important, it is likely that you are not providing the level that your consumers appreciate, and your business suffers as a result.
The author is a wrinkle cream reviews writer, who critiques customer service as well. Her insights into which wrinkle cream is the best often reflects the customer service attitudes of each company.
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