Excellent Customer Service is Imperative In The Digital Age
While most companies talk about customer service, how many really practice it – or even know what it is?
At Executive Support Center we believe it’s that personal touch added to every encounter with our clients.
Of course most of your prospects are going to first see your ads on the internet. But when they make that call to your office how pleasantly surprised they will be to have their call answered by a friendly receptionist that actually wants to assist them. Even though that person will probably only direct them to a salesperson, your prospect is already beginning to feel like they are valued and help is on the way.
In just the same way, being greeted by a friendly person when you enter a business sets the tone for the rest of the customer’s experience. The perception is that they are important enough that you have someone to greet them, their business is important to you and assistance is on the way!
In this digital age it is possible to operate an entire business without ever meeting a customer face to face. Your web based business can advertise your product on the internet, customers can peruse your various products on line, pay for them and eventually the goods land on their door step, all without ever talking to a human being. Customers can also return them – still without talking to anyone!
If you operate a service business, your prospect may also go through automated procedures before they actually talk with someone from your company. They respond to your ad on the internet, call your office and are first greeted by an automated answering system. If they persist and choose an extension, then they will finally be greeted by a human voice.
We know these practices work because many companies operate successfully using these methods. But we are suggesting that if you want to build a loyal customer base of folks who don’t want to shop anywhere else or use your competitors’ services, you need to add the human experience.
Capitalize on the opportunities and efficiencies for every business in the digital age, but don’t forget the basics of the personal touch in customer service. You’ll be a step ahead of your competitors in developing loyal customers.