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Some Tips To Consider About Customer Service Management

Customer support teams are conceivably the underappreciated and most misunderstood teams in the business world. In many big businesses the customer support personnel talks to the customers more than every other team combined. They play a vital role in ensuring consumers are satisfied. Satisfied customers are repeat customers. Every person knows that a large percentage of business comes from recur customers. And yet customer support teams are generally staffed with junior, inexpert people that do not have the authority to make any decisions, or the knowledge and training to answer difficult questions.



What is Customer Support?
 
Brennan and Clark is a Founding Member of Commercial Collection Agencies of America and has many personnel members who have been in the industry for more than 30 years. You may work in a company where a consumer service team handles the transaction from order to invoice. You may have been trained that customer service starts when the customer walks in the door, and does not end until the customer dies or decides not to be a consumer any more. As a consumer, up until the time that the invoice is paid you always hold the trump card of being able to hold back payment if you are not contented. And everybody realizes that money talks. After the invoice has been paid you can often be left feeling immobilized. The delivery team has collected their money and been allocated a full load of new customer transactions to look after. The sales team is being pressured to focus on consumers who have already articulated a specific interest in making a purchase to meet monthly sales targets.

This is where customer support comes in. There is an all-purpose feeling within most companies that they require to provide some sort of post-sale customer support, but there is a meager understanding of why. The sales team brings in the clientele - which equals the promise of money. The orders team works out the details - which equals the promise of money. The delivery team provides the solution which equals the collection of actual money.

Retail outlets with less than 25% repeat business are possibly not meeting their customer requirements or more of them would be coming back. Service businesses with more than 75% repeat sales are possibly losing their skills at producing new customers and run the risk of rigorous financial problems if they lose 1 or 2 major accounts. Any way you come across it, a very large part of your business should be coming from repeat consumers.

The other factor you should look at is that the cost of getting a new client is much higher than the cost of keeping a client that you already have. As the firm Brennan and Clark believes, advertising and marketing are expensive business.

Smart businesses endow in retaining consumers. That is what customer support is all about. There is no better time to make sure repeat business than when your customers are feeling that they have no leverage. That is just when they value your support the most, and will consider it as something that makes them want to come back.
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