Consumers not only want your product or service to be convenient and affordable, but they also want to experience good customer support service during the purchasing process. The question here is what makes customer service good? Essentially, customers who are troubled by a set of problems they are experiencing lately regarding your product or service and pick up their phones to call your customer care number would want to be understood and heard. The representatives speaking to them must be compassionate, polite, and well-informed. They must listen and provide an instant solution to fix the problem. If that happens, the trust, as well as the confidence, of the angered consumers is replenished and the bond grows. The callers won’t hesitate to come to you to make repeated purchases since they’d know that their concerns, needs, and feelings will be heard and valued. That is what it takes to win the goodwill of your customers. If you, as a brand or organization, wish to serve your clients, then you must take into account their feelings, requirements, convenience, and perspective. Only then, you can outgrow your sales and revenues.
Bad customer service, on the other hand, can prove to be a disaster for your business. If your customer support team is unable to cater to the needs of the consumers and provide them with the assistance and support they seek, they will abandon you and move to your competitors without the slightest reluctance. Thus, you will end up losing your clients and witness dropping sales. This is the reason why we see businesses, big or small, investing more money, effort, and time into building a robust customer support team that in turn strengthens their brand image and sales, bringing greater revenue and success.
Realizing its sheer significance, here we are with a quick analysis of the difference between good and bad customer service. Dive in!
Product Quality
Faster services are attractive but so is the quality of product or service. This means that a business should never compromise on the quality of its offerings. A customer service representative bragging about a product/service, providing misleading information, or making false promises will degrade customer perception and commitment, ultimately leading to the loss of customers. So, product quality definitely matters and has an impact on the effectiveness of the customer support service.
A good quality product would not require customer service representatives to lie or exaggerate the features to make an inferior product stand out, neither will it lead to more complaints and returns from the customers. So, to make the customer care service impressive, it is equally important to work on the design and quality of your product or service.
Greetings and Ending Notes
Imagine being visited by a guest at your home. The moment they ring your bell, you rush to the door, making sure that they don’t have to wait unnecessarily, and as you open the door, you greet them warmly and make them feel welcomed. The same is the case with a customer calling your helpline or reaching you through any of your online platforms for information, help, or assistance. Being greeted well by an agent creates an instant surge of positive vibe about your business. Being heard thoroughly and responded properly with a good ending note makes the customer feel welcome and valued. This leads to better customer retention and longevity. On the other hand, a customer who isn’t greeted nicely or ignored will be further annoyed and develop a bad perception of your product or service. He or she would feel as if they’re treated like a low priority and in turn, fail to develop trust in your organization, presuming the worst after a bad customer service experience.
Resolution of Issue/Query
The biggest attribute of a good customer support service is how well and quickly you resolve an issue or query of the caller. The sooner you can offer a remedy and fix the problem faced by the customer calling for help, the greater the impact you have when it comes to customer satisfaction and retention. That is how you can win the trust of your customer and develop a strong brand image.
Summary – Good vs. Bad Customer Support Service
A few extra words and a few extra steps can go a long way towards making customer support service effective and strong. Better listening, greater responsiveness, honesty, being well informed about product specs and company policies, compassion, real-time resolution of the issue, and of course, the impressive quality of product or service is what counts for a good customer support service that leads to more sales and success for a business.
On the other hand, bad customer care service is the opposite of it all. A team that is not willing to go the extra mile and does not intend to cater to the needs and demands of the customers is destined to fail. The absence of active listening, low-quality product or service, lack of background information, ignorance, inefficiency, and apathy results in poor customer support service, causing more damage to a business than you can imagine. It not only negatively affects the brand image but results in loss of sales.
