Customer Service At what price?

[pappu9268]

This is not a provocative or rhetorical question. It is a question worth pondering for anyone who has a customer service -oriented role or has the power to make decisions about how the company works with its customers, sets priorities and allocates resources to them.

Most companies tend to say that the customer really does come first, based on the principle that reputation is critical to success, and that customers determine how we are perceived. This becomes a general philosophy to do whatever it takes, and go above and beyond to meet our customers' needs, even if they are sometimes unreasonable. I invite you to read: Rule number one of customer satisfaction: The Customer is always right .

What if you provide good customer service and they are still dissatisfied?
You've probably had a particularly difficult client. Right around the deadline, something happened that was beyond your control. However, the client didn't want to hear what had happened and was unwilling to extend the deadline.

They go above and beyond to get the job done, and they probably algeria phone number thought the customer would be grateful for the effort you made to meet the deadline, but no. Their annoyance continued for longer and it was nearly impossible to gain their trust, and perhaps more importantly, their respect. The customer became rude to our staff until you finally let them go.

The cost of not firing the customer in a timely manner can be a blow to team morale, a perception that management was not as supportive as they would have liked, and a huge waste of resources spent trying to keep an extremely difficult customer happy, at the expense of simultaneously serving customers who politely ask for other service.

Of course, doing this can result in some financial loss, especially when you consider the lifetime value of the customer and the associated revenue streams. For a small business this would not be a trivial amount, so these types of actions are difficult to take. For many, it means letting the customer go much earlier, when there are signs that we often ignore, such as a lack of respect for our staff, the customer's inability to understand what it took to do their job and empathize with our efforts, a lack of appreciation for work that was done correctly, and problems communicating properly.