with my experience of working for over 12 years in the customer service industry, i intend to share my learnings and experiences with a series on the customer services subject; its intricate details and some of the common mistakes that are made by individuals and organizations while serving their customers.
the most difficult part in today's business scenario is the retention and loyalty of customers. most often individuals and organizations make very basic and common mistakes which contribute in the customers shifting their loyalties to some other alternate competing brand or service provider. basic things like operating processes and systems and people involved in these processes are one of the major reasons which make the customers shift their loyalties. Introspection of systems and processes should be done in order to correct and rectify whatever shortcomings might be there in these processes. emphasis should be give in engaging people in the process who have a customer friendly nature and attitude as only they will be able to cope up with the customers expectations which increase and change on a daily basis.
one should realize that it is much more easier and cost effective to retain a customer and make him loyal towards one's brand or product rather than acquire a new customer.
introspecting and correcting these basic and simple steps will ensure that the organizations are on the right track to increase the loyalties of their customers.
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