How important is your customer service? More importantly, how important is your customer service reputation?
One of the difficulties with customer service is that it is difficult to measure. How do you put a number on the result of your interaction? Often people ask for a response on a scale of 1 to 5. What is the difference between 3 and 4, or 4 and 5? Does anyone deserve a 5? Would that mean they are perfect, or just that your recent situation left you extremely satisfied?
Often people turn to their Facebook and Twitter accounts to receive feedback regarding a company’s customer service. Unfortunately, one bad report will receive attention, while many might have been extremely happy with the service they received, but because of peoples’ nature, don’t report it.
In a recent survey, 64% of the respondents said that a company’s customer service reputation is “very important” when they are comparing and choosing which company to do business with. Good customer service is appreciated, but often it goes unmentioned. However, a company that provides bad customer service has found themselves blasted across the social media platforms and it spreads very quickly. Another 35% said it is “somewhat important.”
Knowing this, it is obvious that it is extremely important to provide a service that leaves the client feeling good about you and your company. This is true when seeking new clients, as well as being able to retain your client base. There are standards in the asset inventor industry, and this is addressed within the Code of Ethics. The National Inventory Certification Association offers an online, self-directed course, titled Customer Service. Topics covered are a variety of skills and techniques that can be utilized to aid in the success of an inventory business, as well as any service-based business.
Check it out, and learn some helpful information to help ensure that you have a great reputation for excellent customer service.