EVALUATE THE IMPORTANCE AND NATURE OF CUSTOMER SERVICES IN BUSINESS
Customer service is the essence of the hospitality industry and all members in the industry are well aware of its significance and implication for successful business operations.
Excellent customer service leads to:
• Greater customer diversity
• Increased sales
• Increasing public image
• Survival in terms of competition
• Satisfied customers and greater job satisfaction for staff
• Repeat business and customer loyalty.
Customers are vital to any business. Many customers spend hundreds and even thousands of pounds per event with a company. Consequently, when clients have a question or service issue, they expect a company's customer service department to resolve their issues. With adequate customer service protocols in place, a company can avoid financial loss.
Customer service is also important in business as it can differentiate a company from it competitors. For example, it may be difficult to establish the difference between two small, local event planners, especially if their prices are similar. Therefore, focused attention and efforts regarding customer service may be the attribute that gives one event planner a competitive advantage.
A company with excellent customer service is more likely to achieve repeat business from customers. Consequently, the company will benefit with greater sales and profits. Contrarily, companies with poor customer service may lose customers, which will have a negative impact on business, as disgruntled customers tend to go elsewhere. It costs substantially more money for a company to acquire a customer than to retain them, due to advertising costs and the expense of implementing sales tactics. Therefore, the efforts that are required to maintain quality customer service will pay dividends over time.
Under-promise and over-deliver should be the emphases for any business, while ensuring...