Why Customer Service Is Still So Important to UK Businesses

Why Customer Service Is Still So Important to UK Businesses

Whatever the size of business it stands to reason that owners are going to want to do what they can to ensure that the business is as successful as possible. Although there is no guaranteed path to success when it comes to running a business most will agree that happy customers are an essential part of helping a business to do well. If people leave their transaction with a company feeling dissatisfied then they are unlikely to become repeat customers and are likely to share their tale of woe with friends and family - not great for a business’s reputation. Customer service is a massive part of any business and something that more businesses should be investing in, to make sure that it is something consistently reviewed and that the company is getting right, every single time.

Repeat Business

Repeat business should play a big part in the growth plan for any business, and ultimately people aren’t going to come back and order again if they were unhappy with their initial experience. Although you might think that repeat business is simply a nice thing for a business to experience, it is also great for business revenue. On average it costs 5x less to get the business of a repeat customer than it does to encourage a new customer to shop with you - so repeat customers bring in more revenue on average.

Converting New Customers

Attracting new business isn’t always tough, but getting them over the finish line of actually placing an order can be. The entertainment industry is one where this can be really hard – for example, you can encourage customers with words like “choose your roulette game”, but they need to feel confident in your product before they’ll go ahead. Ensuring that your customer service contact details are easy to find, that you are contactable and that your website is easy to use is one of the best ways to ensure that new visitors to your website are converted into sales. People don’t want to go through a clunky journey in order to place a bet on a website or buy a new outfit so streamlining their online service should most certainly be seen as part of the journey a customer takes with you and the whole process should be faultless.

Dealing With Things When They Go Wrong

Did you know that it is estimated that when someone has a poor experience with a company, they tell 9 of their friends and family? If you have numerous unhappy customers every day then this could be really detrimental to the overall reputation of your business and of course, something that you want to avoid. When it comes to offering an exceptional level of customer service, a big part of this is accepting that things will go wrong and making sure you have a plan in place to deal with them. Most people will accept that mistakes happen and it isn’t this that will make a customer unhappy, but the dealing of this complaint can leave a bitter taste in their mouth if you don’t have a smooth and effective way to put things right.

Improved Staff Turnover

No one wants to think of their staff being unhappy; especially as this could lead staff to search for employment elsewhere. Replacing staff can be costly, especially when you take into account recruitment costs and the cost of training up new staff members. When you have happy customers this generally means that your staff have an easier time. Poor customer service can lead to lots of complaints, which can be draining for your staff to deal with and therefore lead them to seek other opportunities. Ensuring that you offer an excellent customer service experience means that both your customers and your staff are much happier, which is better for everyone all around.