Customer service, in its simplest form, is supporting your clients and customers before, during, and after their interaction with the company, regardless of if they decide to buy your product or service. The aim with good customer service is to always make sure that the customer has an enjoyable and smooth experience.
Good customer service is not only essential for customer satisfaction, but it is also essential for helping your business to grow. It is said that if a happy customer enjoys the experience that they had with your company, then they will tell between 6-8 people. A study also stated that 68% of customers would be happy to spend more money for the same product or service because of good customer service.
I believe that good customer service comes down to the demonstration of core values and culture. For example, Adidas have their company’s core values labelled as being Performance, Passion, Integrity, and Diversity. These words all have a strong impact, with each word representing a poignant and purposeful mission, especially Performance which is representative of their status as a sports brand. It is important that as a customer we find continuity within the brand that we wish to purchase from. Adidas is so recognisable because it is a consistent force showing no signs of going anywhere or slowing down. Customer service can become fickle when you are less assured, focusing more on the present rather than the future and the ambitions of the company.
As human beings we thrive off of basic human interaction and so the dynamic between the customer and the professional needs to be handled with a lot of tact. When you tip into areas of alienation and unreliability that service can become fractured. If you assure the customer with personability then there is always going to be a good level of customer service.
