Customer service is a natural feedback mechanism that many companies ignore. Over the last several years as new sales dried up, building customer loyalty became in vogue again. Over the past decade, more attention was placed on acquiring new business and thought the customer was a commodity as growth continued. Many organizations were satisfied to lose some of their client base as new customers were plentiful and always walking in the door.
At the same time, customer satisfaction suffered immensely as upper management reduced internal resources, implemented automated phone systems and outsourced departments to other countries.
These strategies increased customer frustration and eventual erosion of their repeat business. Today, things are different. Improving customer satisfaction and loyalty is now a high priority with upper management. Customer retention is a mindset and has to be entrenched within the organization starting at the executive management level.
From the support desk to the receptionist, your customer face should always carry a consistent message of service, quality and willingness to help. If these messages are not conveyed at every level of the organization, your customer will eventually find your competitor and leave.
