Providing quality customer service to customers and clients is essential to the survival and growth of your business. After all, most of the income your business earns is derived from this. Today, customers choose to take advantage of a particular product or service based on which one would provide them with the most value for their money. This goes far beyond the product or service initially used. In fact, more often than not, it is what they can receive after availing such products and services that would eventually help them make that all-important decision about which company’s products and services to take advantage of.
Among these is the quality of service they would receive after using the product or service. This is where ensuring that your company provides excellent customer service comes into play. From time to time, an existing customer calls or emails regarding certain inquiries and complaints regarding the products or services they have used from your company. It is the responsibility of the employees of your customer service department to ensure that the customer’s needs at this time are sufficiently met. Otherwise, the client would often decide not to take their business to another company. In many cases, it would often result in the customer even demanding a refund of the amount they had initially paid for the services and products that were initially available, causing the company to actually incur losses rather than profits.
On the other hand, if the customer’s needs are satisfied sufficiently and within an acceptable period of time, the customer will not only be more than happy to continue patronizing your company’s products and services, but will also recommend your company to other customers. and potential customers. .
With that being the case, it is also important that your employees within the customer service department continue to be motivated to provide quality customer service to your customers and clients. This is where the importance of internal customer satisfaction comes in. Your employees are your company’s internal customers, and just like your external customers, they have their own needs that they expect your company to meet in return for the services they provide. It has been noted and observed that employees who perceive that the company is taking care of them are highly motivated to go beyond what is considered acceptable according to the quality standards of the company. As a result, they take it upon themselves to make sure that the company’s customers and clients are treated the same as they are.
On the other hand, if the needs of the employees are not met, they eventually become frustrated and disappointed with the company. This would then manifest through their job performance. They become less motivated in fulfilling the tasks and responsibilities that are required of them by the company. They are absent more often and in some cases this would eventually lead to a high rate of employee turnover. As in the case of external clients, this series of events would also lead to an increase in losses and unnecessary economic expenses on the part of the company, which would have to continually allocate a larger budget for hiring and training, as well as compensation for employees. employees who have felt that their rights have been violated or ignored.