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Don’t Cut Customer Service!
By Chris Howard | March 1, 2009
We are in an unpredictable economy. Many businesses are experiencing declining budgets, and with those smaller budgets, come less staff and diminished services. So what do many companies do – they cut out customer service.
To me, it just doesn’t make sense. Think about this – most interactions with displeased customers are not the result of a poor product, but instead, a bad customer service experience. During this economic downturn when hanging on to our loyal clients must be a priority, customer service and support must be at the forefront of our budgets.
Loyal customers cost a whole lot less to retain than gaining new ones who have never heard of you or used your company. Once you get a client, it is the job of every person in your company to make sure they never go anywhere else. But how do you do that? First, you need to get your whole organization on board with a solid plan on how to keep those customers.
Providing excellent customer service for an online business means that you have to embrace the traditional principles of great customer service while adopting new practices to fit the online world.
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