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But while a happy customer tells around nine others about how great your business is, an unhappy customer tells an average of 16 people about their bad experiences with your company.Word of mouth is one of the most effective marketing tools at your disposal, and so any and all bad reviews have the power to decimate your bottom line.
We’ve written this guide to explain what a customer service strategy is, and provide you with some top tips on how to get your strategy off the ground.
Before we delve into how you should develop a brilliant customer service strategy for your business, it’s worth revisiting what a customer service strategy is.
One reason many companies end up falling flat on their faces in terms of customer service is because they tend to waste time, money and resources rolling out products or services that customers don’t actually want.
If your business has failed to produce adequate market research as part of your business plan, a lack of customer input will lead to your company’s demise.
What sort of greeting would you expect, and what sort of communications would you want to receive along the customer journey?
Customer Service Business Plan
What forms of communication would those messages take?
But your wants and needs as a consumer should dictate the behaviours exhibited by your company.
These behaviours will form your customer service vision.
In essence, this exercise will give you a wish list of everything you believe a caring and conscientious company would include within its customer service strategy to make sure that consumers are treated fairly.
Upon review, you may need to bend a few aspects in line with the logistics of how your company works and the delivery processes you may have in place.