Most major companies may vary in how they do business and maximize profits.
Some of them hire cheap employment to respond to phone and customer inquiries. Some of them reduce angry clients with only calm messages and recording calls to use when needed. Or put customers for long times on waiting until they are getting tired.
Also, they measure the Call Center and its impact on earnings in negative calculations. Some of them insert legal gaps in warranty certificates to evade solving customer problems, or loading costs when needed.
When you’re an employer and consider customer service as a cost center only, may all these steps be logical. On paper, you have numbers of profit and loss, and must be worked out to reduce these costs and raise profit margins or maintain the best scenario of the company.
But customer service in truth is a profit center, for four reasons:
First, because the customer who calls you or comes to your company is already a customer that you sought to get them earlier. At this moment they have a suspicion of you and how you will solve their problems, everything you will do for them, is the picture that will be in their minds, so watch out your reaction to them as it is a recording in their minds, that you won’t able to erase it in future.
Second, because your competitors decided to be bad for the importance of customer service, and they considered an additional cost of the company and then they should not bear, but on the contrary to the cost of the client. Be careful, the opportunity to lose your customer is very easy with no expectations.
Always put in your mind that you can not make a better car 10 times other than your competitors, but you can easily produce customer service to your car better ten times than most competitive companies can offer.
Thirdly, because in our industrial and technological economy we currently live in, people always love to narrate stories of others about the service they have passed and received when buying from you, and when using the product, and at the most difficult situations they passed by, which are maintenance and retrieve the defective product.
Thus the word mouth is spread among society easily, based on what you have done.
Finally, repeatedly proved that the most valuable customers for your company are loyal customers. While your team is being trained on marketing, promotion, and advertising, and making a big fuss on social media to attract new customers, it will be better to convert your existing customers to loyal, recurrent clients, and ambassadors.
Thus, the money spent on customer service is not in vain or reduces your business profits. But actually, this money returns repeatedly with the customer’s return to you again when they stick to your products versus your competitors.
Do not let your customers talk badly behind your back, while you can do the opposite.