As the wind of economic cycles blows hard, some businesses try to contain costs by cutting corners on customer service quality. This is exactly the wrong thing to do, because a great customer experience matters now more than ever. Here are six reasons why:
1. Customers want to be appreciated
When people buy during an economic downturn they are extremely conscious of the hard-earned money they spend. Customers want more attention, more appreciation and more recognition when making their purchases with you, not less. Customer service quality is simply essential.
2. Customers want value for money
Customers want to be sure they get maximum value for the money they spend. They want assistance, education, training, installation, modifications and support. The basic product may remain the same, but they want more service and higher customer service quality.
3. Customers want guarantees that their purchase was the right thing to do
In good times, a single bad purchase can be quickly overlooked or forgotten, but in tough times, every expenditure is scrutinised.
Provide the assurance your customers seek with generous service guarantees, regular follow-up and speedy follow-through on all queries and complaints.
4. Customers want a great experience
In difficult economic times, people spend less time traveling and "wining and dining," and more time carefully shopping for each and every purchase. Giving great service enhances the customer's shopping experience and boosts your own company's image.
When times are good, people move fast and sometimes don't notice your efforts. In tougher times, people move more cautiously and notice every extra effort you make. Customer service quality is vital because people will pay attention and remember.
5. Customers want to feel good about you
When money is tight; many people experience a sense of lower self-esteem. When they get good service from your business, it boosts their self-image. And when they feel good about themselves, they feel good about you. And when they feel good about you and your customer service quality, they buy.
6. Customers want to tell others
In tough times, people talk more with each other about saving money and getting good value. Positive word-of-mouth is a powerful force at any time. In difficult times, even more ears will be listening. Be sure the words spoken about your business are good ones by making your customer service quality exceptional!
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About Ron Kaufman
Ron is one of the world’s most sought-after educators, consultants, thought-leaders and customer service speakers in achieving superior service.
He is the author of New York Times bestseller ‘Uplifting Service’ and 14 other books on service, business and inspiration. Ron is also a regular columnist at Bloomberg Business Week and has been featured in The Wall Street Journal, The New York Times, and USA Today.