{"id":1360,"date":"2015-08-26T07:19:10","date_gmt":"2015-08-26T07:19:10","guid":{"rendered":"https:\/\/www.apixel.com.sg\/blog\/?p=1360"},"modified":"2016-05-17T04:40:09","modified_gmt":"2016-05-17T04:40:09","slug":"make-a-customer-not-a-sale-understanding-the-importance-of-a-good-customer-service","status":"publish","type":"post","link":"https:\/\/www.apixel.com.sg\/blog\/make-a-customer-not-a-sale-understanding-the-importance-of-a-good-customer-service\/","title":{"rendered":"Make a Customer, not a sale: Understanding the Importance of a Good Customer Service"},"content":{"rendered":"<h3 align=\"center\"><span style=\"color: #ff9900;\"><b>It\u2019s all about your customers &#8211; the reason for your rise and fall. Keep them happy and satisfied, and they\u2019ll upturn your longevity.<\/b><\/span><\/h3>\n<p>Busy lines, automatic machines, ignorant or rude customer services, pending emails, silly excuses for your issues \u2013 we all generally experience this.<\/p>\n<p>Remember, the way you treat your customers, they treat you the same way. So, follow these simple rules and build up your image\u2026. A positive image!<\/p>\n<p><iframe loading=\"lazy\" style=\"max-width: 100%;\" src=\"\/\/giphy.com\/embed\/3rgXBBaVvhPXk3NSnK\" width=\"200\" height=\"200\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<div>\n<p align=\"center\"><span style=\"color: #ff9900;\"><strong>Have a look at the stats that show how usage of internet has increased greatly in corporate world in the last few years:<\/strong><\/span><\/p>\n<p style=\"text-align: center;\" align=\"center\"><a href=\"https:\/\/www.apixel.com.sg\/blog\/wp-content\/uploads\/2015\/08\/graph.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1364\" src=\"https:\/\/www.apixel.com.sg\/blog\/wp-content\/uploads\/2015\/08\/graph.jpg\" alt=\"internet has increased greatly in corporate world in the last few years:\" width=\"700\" height=\"407\" \/><\/a><\/p>\n<p style=\"text-align: center;\" align=\"center\">Graph Source: <a href=\"http:\/\/www.ida.gov.sg\/Tech-Scene-News\/Facts-and-Figures\/Infocomm-Usage-Business\">ida.gov.sg<\/a><\/p>\n<p>The reason why these stats are incorporated here is the more the businesses have started relying on internet, an exponential rise in the demand of customer service has been observed. Therefore, it becomes important for the businesses to focus more on offering a good customer service support to their each and every customer \u2026 strictly!<\/p>\n<h2 style=\"text-align: center;\" align=\"center\"><span style=\"color: #ff0000;\"><strong>A disheartening story<\/strong><\/span><\/h2>\n<h4 align=\"center\"><span style=\"color: #ff9900;\"><b><i>Just to bring your notice to the status of the customer service today, here\u2019s a short story.<\/i><\/b><\/span><\/h4>\n<p align=\"center\">A known friend of mine runs a small<strong> IT company in Singapore<\/strong>. A few months back, his company faced a major database issue. Due to the <strong>power failure<\/strong>, the entire database needed an immediate backup for which he called their <strong>IT service provider customer support team<\/strong>. \u00a0<i><br \/>\n<\/i><\/p>\n<p align=\"center\">The first issue he faced before reaching the customer support executive was the continuous<strong> busy line<\/strong>. Almost after 15 minutes, his call got connected to an automatic machine voice asking him to press numbers in response to various options. And suddenly, the call got <strong>disconnected<\/strong>.<\/p>\n<p>He tried making the call again, but was unable to do so due to the busy line. After struggling with the busy lines and those stupid options, he finally got the <strong>\u2018opportunity<\/strong>\u2019 to talk to their <strong>customer service executive<\/strong>.<\/p>\n<p>My friend described the issue that his company was facing and thus asked for appropriate help. Beyond anybody\u2019s expectations, the executive replied, \u201cSir, better for you to call your power supply company, we can\u2019t help you in this matter\u201c. <b>\u201cAre you mad<\/b>?\u201d screamed my friend! \u201c<b>My company needs an immediate backup to prevent loss. What the hell the electricity department would do in this matter?<\/b>\u201d The executive then apologized and assured him to offer their help.<\/p>\n<p>But, my friend got annoyed when the executive asked him to send a mail to their company describing their issue. In response to this, my angry friend banged the phone and rushed to his<strong> IT support company<\/strong> to complain their owner. Then after, the issue got resolved and my friend\u2019s company escaped from a huge loss.<\/p>\n<h3><span style=\"color: #ff0000;\"><span style=\"color: #ffffff;\"><b><i>But, is it what was expected from the customer support company<\/i><\/b>? <\/span><b>A Big NO<\/b>.<br \/>\n<\/span><\/h3>\n<p>I guess, my friend was still lucky enough to get a solution after bearing lot of annoyance. But, there are still numerous instances where people do not even get a proper feedback and their issues are left unresolved.<\/p>\n<h3><span style=\"color: #ff9900;\"><b>Point of view: What do the Customers feel? <\/b><\/span><\/h3>\n<p>A company reaches you somehow; impress you with their lucrative promises, offers and services and you hire them. But, when in need, you get the opposite of what you were being promised. You paid for a service still you received a much lower quality of service facing endless troubles. On your expectation receiving apologies and\/or compensation, they ask you to wait. How does it feel?<\/p>\n<p>When customers do not receive what they expect, they often opt for these options:<\/p>\n<ol>\n<li><span style=\"color: #ffffff;\">Leaving the company.<\/span><\/li>\n<li><span style=\"color: #ffffff;\">Switching on to some other option.<\/span><\/li>\n<li><span style=\"color: #000000;\"><span style=\"color: #ffffff;\">Spreading and sharing bad views and experiences to other about the company.<\/span><strong><br \/>\n<a href=\"https:\/\/www.apixel.com.sg\/blog\/wp-content\/uploads\/2015\/08\/poor-service.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-1365\" src=\"https:\/\/www.apixel.com.sg\/blog\/wp-content\/uploads\/2015\/08\/poor-service.png\" alt=\"Poor Customer Service\" width=\"480\" height=\"318\" srcset=\"https:\/\/www.apixel.com.sg\/blog\/wp-content\/uploads\/2015\/08\/poor-service.png 480w, https:\/\/www.apixel.com.sg\/blog\/wp-content\/uploads\/2015\/08\/poor-service-300x198.png 300w\" sizes=\"auto, (max-width: 480px) 100vw, 480px\" \/><\/a><\/strong><\/span><\/li>\n<\/ol>\n<p align=\"center\"><b>Ultimately, your company is harmed the most \u2013 loss of customers, loss of reputation.<\/b><\/p>\n<h3 style=\"text-align: left;\" align=\"center\"><b><span style=\"text-decoration: underline;\"><span style=\"color: #ff9900; text-decoration: underline;\">Golden Rules for Excellent Customer Support<\/span><\/span><br \/>\n<\/b><\/h3>\n<h4 style=\"text-align: center;\"><span style=\"color: #ff0000;\"><i>\u201cAll your world-class service or product is a complete waste, if you fail to meet your customers\u2019 expectation.\u201d <\/i><\/span><\/h4>\n<p><i>Focus less on making your product a hit; make your customer service a HIT.\u00a0 Just don\u2019t disappoint your customers.\u00a0<\/i><i>Below are the ways by which you can make your interaction with the customers perfect:<\/i><\/p>\n<ol>\n<li><span style=\"color: #ff9900;\"><b><i>Empathy<\/i><\/b><\/span><i><span style=\"color: #ff9900;\">:<\/span> <\/i>Treat your customers the way you would want to be treated. Remember, you just laid the foundation, but you\u2019re made a BRAND by your customers. Treat your customers as needy and not just stats.<\/li>\n<li><span style=\"color: #ff9900;\"><b><i>Be Human:<\/i><\/b><\/span> Incorporating an automated voice machine to guide the customers is a good way to minimize your burden, but, keep in mind, you aren\u2019t a machine. Act like humans. Grasping those answers and using them repetitively is not always the requirement, sometimes you need to act according to the demand and situation. Therefore, be flexible, polite and reply in a human way.<\/li>\n<li><i><\/i><span style=\"color: #ff9900;\"><b><i>Learn how to apologize well<\/i><\/b>:<\/span> Graciously accept the blame and admit your mistakes on Recognizing that the circumstances have turned for the worst. \u2018Modesty can calm anger faster than a refund\u2019. Giving refund back to the angry customers and letting them go is not the right solution. It\u2019ll leave you with a Blackspot. Going an extra mile to make the situation correct and fulfilling the customer\u2019s expectations will have more of a long- lasting impression.<\/li>\n<li><span style=\"color: #ff9900;\"><b>Say yes, whenever possible<\/b>:<\/span> If you can grant a request, fulfill it. It is not always that you\u2019re going to get requests every day that are outside of your normal operations. So, when you get an opportunity that doesn\u2019t require a lot of effort, or time on your part, please your customers! Get your customers something that they rarely get anywhere else!<\/li>\n<li><b><\/b><b><span style=\"color: #ff9900;\">Honesty is the only Policy<\/span>: <\/b>Obviously, honesty today is the prime requirement for success. You must own upto your shortcomings. Accept what and where you lack. Also, be open to your customers in terms of your policies, competition, and issues. Don&#8217;t &#8220;bad mouth&#8221; the competition ever and never say NO. Make sure to suggest a mutually beneficial alternative, so that your customer doesn\u2019t feel unsatisfied or helpless.<\/li>\n<li><span style=\"color: #ff9900;\"><b>Go an Extra Mile<\/b>:<\/span> Imagine a situation where a customer calls in with a query; make sure you don&#8217;t just point him to the relevant steps to solve their problem. Rather, proactively send manuals or user guides that would anticipate potential problems. People will surely notice your extra effort.<\/li>\n<\/ol>\n<h3 style=\"text-align: left;\" align=\"center\"><span style=\"color: #ff9900;\"><span style=\"text-decoration: underline;\">Maintaining<\/span><\/span><span style=\"text-decoration: underline;\"><span style=\"color: #ff9900;\"><b>\u00a0Online Reputation<\/b><\/span><\/span><\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/www.businessbanter.com\/wp-content\/uploads\/2013\/03\/Online-reputation-management-feature.jpg\" alt=\"\" width=\"610\" height=\"170\" \/><\/p>\n<p>Truly said,<span style=\"color: #ff0000;\"><strong> \u201cIt takes 20 years to build a reputation and just five minutes to ruin it.\u201d<\/strong><\/span><\/p>\n<ol>\n<li><b>Be transparent<\/b>: It\u2019s hard to show your flaws, but understated weaknesses are a primary cause of bad reviews. Therefore, make your weaknesses clear, BUT explain them and do your best to overcome them.<\/li>\n<li><b>Respond to every Review<\/b>: Publicly thanking all the reviewers, regardless of how they\u2019ve rated your business is a great way to maintain your online repo. it helps you communicate to existing and potential customers that you care and people believe that you are not only worried about your negative comments.<\/li>\n<li><b>Collect as many reviews as possible<\/b>: A large number of reviews tremendously help earn the trust of prospective customers and improving leads. Moreover,\u00a0if you ever get a negative criticism, it can be seen in the context of your hundreds, or even thousands of happy customers.<\/li>\n<\/ol>\n<h3><span style=\"text-decoration: underline;\"><span style=\"color: #ff9900; text-decoration: underline;\">\u00a0<b>Significance of \u2018Word of Mouth\u2019 for your Business<\/b><\/span><\/span><\/h3>\n<p>\u201cOne customer well taken care of could be more valuable than a $10,000 worth of advertising.\u201d Word of Mouth plays an important role in driving business. Over 85% of business is generated through word of mouth or personal recommendations. Being \u201c<b>introduced<\/b>\u201d is a necessity today. To be introduced to your potential clients involves recognizing, and trusting those who can do the introducing. Therefore, <b><i>find ways to build solid, mutually rewarding relationships with people with whom you already have high-trust relationships and you\u2019ll be building a sustainable and cost effective system to bring clients into your business.<\/i><\/b><\/p>\n<p><a href=\"https:\/\/www.apixel.com.sg\/blog\/wp-content\/uploads\/2015\/08\/word-of-mouth-marketing.png\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1371 alignleft\" src=\"https:\/\/www.apixel.com.sg\/blog\/wp-content\/uploads\/2015\/08\/word-of-mouth-marketing.png\" alt=\"Significance of \u2018Word of Mouth\u2019 for your Business\" width=\"500\" height=\"400\" \/><\/a><\/p>\n<h2 style=\"text-align: center;\"><span style=\"text-decoration: underline;\"><span style=\"color: #ff9900;\"><b>CONCLUSION<\/b><\/span><\/span><\/h2>\n<p><span style=\"color: #ff0000;\"><b><i>\u201cCustomer Service is not a Department, it\u2019s an attitude.\u201d<\/i><\/b><\/span><i> <\/i><\/p>\n<p>If you already had a bad experience with a customer, take it as a past, but try to change their perception and feeling about your company. Convince your disenchanted customers to bring their trust back. Make all your customers feel important, special and involved. It\u2019ll cost you nothing, but will develop loyalty.<\/p>\n<p><span style=\"color: #ff0000;\"><b>\u201cGet closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.\u201d<\/b><\/span><\/p>\n<p align=\"center\"><span style=\"color: #ff0000;\"><b>It\u2019s all about your customers &#8211; the reason for your rise and fall. Keep them happy and satisfied, and they\u2019ll upturn your longevity<\/b><b>.<\/b><\/span><\/p>\n<h3><span style=\"color: #00ccff;\"><b>For more information, Kindly review this Info graphic: <\/b><em><b><a href=\"https:\/\/www.apixel.com.sg\/images\/Apixel%20(%20Make%20a%20Customer).jpg\"><span style=\"color: #00ccff;\">Customer Support<\/span><\/a><\/b><\/em><\/span><\/h3>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>It\u2019s all about your customers &#8211; the reason for your rise and fall. Keep them happy and satisfied, and they\u2019ll<\/p>\n","protected":false},"author":1,"featured_media":1371,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[85],"tags":[141,91],"class_list":["post-1360","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-customer-service","tag-customer-support"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Make a Customer, not a sale: Understanding the Importance of a Good Customer Service - Apixel&#039;s Blog | IT Support | IT Services Latest News<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.apixel.com.sg\/blog\/make-a-customer-not-a-sale-understanding-the-importance-of-a-good-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Make a Customer, not a sale: Understanding the Importance of a Good Customer Service - Apixel&#039;s Blog | IT Support | IT Services Latest News\" \/>\n<meta property=\"og:description\" content=\"It\u2019s all about your customers &#8211; the reason for your rise and fall. 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