The input comes from a workshop presented by Brenda Eckstein in Durban on November 16 2010 as a joint venture between the Services Seta and PRISA (Public Relations Institute of South Africa).
Brenda thanks the attendees for their active participation. Each group was given 7 minutes in which to develop their ‘top 5’ (and not more than five!) benefits of a ‘Sustainable Customer Service Strategy’ and this is the consolidation of the reports of the five groups. There was obviously considerable overlap on some of the points.
- Happy motivated staff with positive attitudes lead to a win-win situation.
- Customers know exactly what products and services you offer.
- Happy customers are more likely to be loyal and they keep returning.
- It is easier to understand customer’s needs and their changing needs.
- So, it is easier to provide quality goods and services and thereby satisfy and exceed customers’ expectations.
- Staff, customers and clients become the ambassadors of the company/firm.
- Through referrals/recommendations, the business expands.
- Sustained growth and effectiveness leads to increased profits.
- Improved relationships with past, present and future customer’s sets the scene for further growth.
- Excellent customer service provides a competitive advantage.
- By understanding consumer behaviour, the business can become a leader in the industry (and others may follow).
- Opportunity to retain existing business, maximise client base and generate revenue for the company.
- Provides a good corporate image.
So, develop and implement a Sustainable Customer Service Strategy and your business, firm or organisation can become even more effective.