Regardless of industry, we’re all in the business of satisfying customer needs. Good customer service satisfy the customer’s basic needs, Great customer service satisfy their additional needs.
Customers often have extra needs that go unmet because they don’t realize they have the need or that they can be addressed. When we go beyond the primary purpose of the transaction and discuss the other needs they might have, great customer service develops into an excellent customer experience and loyalty grows.
Every customer encounter is an opportunity to steer the success or failure of all future interactions, making the difference between losing a customer and keeping one for a lifetime. According to a survey, 51% of B2B respondents said they would avoid a vendor for two years or more after a bad customer service experience. Customer service impacts sales. What consistently attracts returning customers is that they are going to receive consistent exceptional customer experience, even after the sale is done.
In the video below, our Director of Operations, Manish Harsora, from ELAvate India shares his view and experience on creating a seamless after sales customer experience.
Why seamless? Bouncing between departments, re-iterating the same problem again to multiple employees, and not actually getting any closer to a solution can be exasperating to the customer. It gets even worse when the customer receives inconsistent service from different departments in the same organization. Having a seamless service experience lowers customers’ frustrations, resolve their problems faster and ensures the same high quality service throughout.
With greater customer satisfaction and loyalty, you will retain a firm lasting relationship with your existing customers, win new referrals, ELAvate your reputation and ultimately, revenue.