Good customer services refer to that customer service where the customer is extremely satisfied, and the problem gets resolved through vigilant customer support. Many companies try to provide good customer support service to attract more customers to their business.
Following are the benefits of providing good customer support service:
A customer satisfied with the company’s customer service would leave positive feedback on the company’s site and other platforms too. It gives a positive recognition to the company’s brand image.
Good customer services also boost customer loyalty. If a company manages to provide good customer service, the customer is more likely to return to them. The company would manage to have a loyal customer base.
Providing good customer service can boost the growth of a company. The more satisfied a customer is, the higher the company would profit in terms of sales. Customer satisfaction is the prime factor in the growth of a business.
Poor Customer Service and Examples
Poor customer service refers to such services where the customer is not satisfied with the company’s customer support. It may lead to the loss of several customers for the company.
Following are the examples when poor customer service may affect the image of a company:
Lack of a specific channel of communication with its customers may result in the company losing valuable customers. Thus, a convenient platform for a customer to communicate with the company in the hour of need is essential.
In low-contact services, if a company does not have a system that works error-free, it will create a problem for the customers, leading to problems for the company.
If a company does not have a specific person dealing with customer queries and the customer has been sent to different agents, the frustrated customers would create a negative image of the company.
If the customer service team does not empathize with the customer’s problem, then the customer will not likely engage with the company in the future.
Difference between High-Contact and Low-Contact Services
A company’s approach towards customer services decides a company’s success. There are plenty of ways a company can choose to handle customer services, but using the services strategically can help a company achieve success. The two such ways are high-contact service and low-contact service.
High-contact service refers to direct services provided to customers, and low-contact service refers to those services which are not directly provided to customers. High-contact services can be person to person, but low-contact services are not necessarily person to person; low-contact services function through the internet medium.
In high-contact services, the customers may have access to the company’s staff, but there is hardly any access to the company’s staff in low-contact services. The high-contact services can be given only when the customer service team is available, but low-contact services can be given without staff availability.
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