It was Bill Gates who mentioned, “Your most unhappy customers are your greatest source of learning.” While companies need to know the difference between dissatisfied and a satisfied customers, both can either make or break you. We often think customers are dependent on the company when it’s the other way around.
Customer service is the only topic that has been up for debate for as long as anyone can remember. There are heaps of misconceptions about customer service out there. To break the chain, here are the top 5 myths you shouldn’t believe at all.
Myth 1: Customer service outsourcing does not improve the customer experience.
Some may say customer service is easy, and can be as simple as communicating with another person. Obviously, this is one major myth.
Customers + Services = Business. No business can flourish without customers, which is why it’s important to note benefits of outsourcing customer service for your customers’ sake. Apart from the reduction of over-all costs of the firm and the significant return of investment, the efficiency and quality of services provided to customers are contributing signs for a successful business.
Myth 2: Customer service is NOT a marketing strategy.
It’s very well-established that customers are the lifeblood of a company. There’s no reason to produce any product or service if there are no customers to avail of them. That said, it only makes sense to consider keeping customers happy as a marketing strategy.
According to the CEI survey, 86% of buyers are willing to pay more for a better customer experience. However, only 1% of customers feel that vendors or companies meet their expectations. Practicing great customer service is therefore a marketing strategy itself, and a good one at that. Being polite and using a casual tone is a free way to improve customer service rates in no time!
Myth 3: Fewer complaints mean happy customers.
This is false, and misleading. Just because your company has fewer complaints doesn’t necessarily mean your customers are happy. Consumers nowadays are more pressed for time than ever; most of them won’t bother giving feedback when they can spend that time finding an alternative.
Make sure your strategies are aligned with delivering a good customer experience in such a way where even if they were somehow disappointed with your product or service, your company would be capable of converting them from a one-time customer to a repeat one simply because they know your company can take care of them.
Myth 4: Spending on more calls mean decreased revenue
Following myth number 3 is another unbelievable fact. As illustrated by Desk.com‘s infographic: going the “extra mile” in customer retention can spike your revenue up to 125%. It follows that if a customer is happy, he/she shares the experience with others who might get interested and eventually patronize your product. Being able to give customers reasons to come back through excellent customer service—whether outsourced to the experts or operated inhouse—makes your company investment turn into loyal consumers.
When it comes to these myths, the truth of the matter is that customer service remains the integral part of every business, regardless of industry. The importance of customer service should never be given a backseat, and instead be ingrained to better your company.