What Are the Reasons Customer Service is Important?

foreign
customer service and experience expert
and today I'm going to talk about
focusing on customer service and not the
competition when a client is interested
in engaging me to speak at their
meetings I'll usually ask them in our
initial call why is hiring a customer
service speaker important to you at this
time and we get many different answers
that include low customer satisfaction
ratings are slipping we're great we want
to stay great and our competition is
always trying to catch up and we need to
stay ahead well of course there are
other answers but for today I want to
focus on that last one which is about
the competition catching up first if
we're worried about the competition
catching up to us or even surpassing us
it indicates we think we're already
better than the competition so let's
assume we really are and if that is true
congratulations you're envied by your
peers and your competition you also have
a Target on your back that the
competition is aiming at they want more
business which means they want your
customers yet as important as that might
be maybe the focus shouldn't be on the
competition but turn back to you and
your customers now of course we should
always keep an eye on competitors we
should know everything we can about them
that standard business Intel protocol
and if you make changes based on what
the competition is doing you're playing
defense which at times may be something
that you have to do but I want you to
play offense start by looking at what
you're doing that's kept you ahead of
your competition it's essential to
understand this it's the value you bring
to your customers it may be what
differentiates you and be smart if not
humble enough to realize that what got
you to where you are today may not be
strong enough for tomorrow ask yourself
the question is the customer service and
experience we provide good enough to get
the customer to come back then next time
they need whatever it is that we sell
you can't answer this by yourself you
need help from your customers find out
what they're saying about you do regular
surveys look at your customer
satisfaction ratings look at your sales
numbers look at your churn if you're
losing ground in any of these areas your
customers may have the answers you need
to reverse that Trend these are the
reasons why delivering the right
customer service and customer experience
is important to you and your
organization while we should always
worry about our competition don't let it
distract you from what you've always
done and always be looking to make it
even better we should never let up in
our continuous effort to improve our
customer experience our customers not
our competition are the reason customer
service is important to you well I hope
you enjoyed this short lesson thank you
very much for tuning in this is Shep
hike and reminding you to always be be
amazing