Goals Of Customer Service

In my opinion, the fundamental goal/objective of customer service is basically centered around two key strategies.These strategies if mastered fully,could result in building a brand that is a contender among its contemporaries in the business world. These strategies are; 

a. Make every walk-in customer a repeat customer.

b. Turn your customers into marketing executives for your brand.

 

Every business should have their goals centered around this philosophy. The amount of money spent by organisations on marketing and publicity is on the rise, this is because most establishments FAIL to understand the basic fundamentals of running a business. ''A satisfied customer tells three friends,a dissatisfied customer tells 3000 friends''. This is as straightforward as it sounds, yes it is! The math here is the focus, this is how network marketing executives turn penny businesses into a multi-million dollar conglomerates. Lets look at it like this; if a satisfied customer tells three friends, you are guaranteed to have four repeat customers. If each of the four repeat customers tell three friends, you will have twelve customers at the next visit. If each of the twelve customers tell three friends, you will have thirty six customers at the next repeat visit, and so on and so forth.. This is the same on the negative with a dissatisfied customer telling three thousand friends. The point being that bad news travels faster than good news.However, if 'good news' is maintained and encouraged, basic mathematics show that the result could be the success of the brand, thus saving up on the millions invested in marketing and publicity by organisations in Nigeria.

With the continued economic global crisis in the last decade, it is imperative that every business RETAINS its customers. Every organisation should invest NOW in customer service training skills for its staff. Beyond your brand image, beyond the architecture of your business, beyond the academic qualification of your staff, beyond it all, the ONLY incentive to maintain competition and stay relevant in today's business world is QUALITATIVE CUSTOMER SERVICE.