Customer service is the provision of service to customers before, during, and after a purchase. It is also seen as the knowledge delivered with care to make life easy for the customer.
Customer service is a collection of the different activities that a company has designed to enhance the level of customer satisfaction by satisfying the customer’s needs and exceeding their expectations. It is that one-on-one contact with the customer.
Good customer service involves the careful development of personal and interpersonal relationships with customers. It also involves gaining the confidence of new customers plus solidifying those of the old customers via the product or service being offered.
Unfortunately, in recent times, many businesses have lowered the standards of customer service with inconsistent delivery of promises.
Companies with proactive attitudes can leverage this to their advantage by applying enforceable customer service strategies and tools to maintain the old customers and attract new ones.
SIGNIFICANCE OF CUSTOMER SERVICE
Quality customer services have the following positive outcomes:
- It adds value to the product or services the customer got from the company because the customer leaves feeling he/she has bought a product worthy of the amount paid for it.
- It offers a competitive advantage to the customers and provides an opportunity for an elaborate understanding of the product.
- Good service creates a good public image for the business by elevating the brand in the public eye which is essential in order to survive a competitive business.
- Without the customer there is no business, therefore the customer is very important. Excellent customer service leaves customers satisfied. And these customers would most likely do repeat businesses in the future, help spread the word/give referrals, become loyal customers who in turn would result in increased sales and profits.
Companies with poor customer service may lose customers and this would definitely have a negative impact on the business. It costs more money for a company to acquire a new customer than to retain an old one.
Customers are vital to any business, real estate companies need also to be well equipped in offering real customer service solutions. However, good customer service is not easily achieved. It takes time to establish. It requires investment to deliver consistent standards.
What real estate investors and end-users are really interested in today’s investing environment are competence, expertise, intelligence, transparency, and availability. They want to do business with people that help them feel comfortable with making investment decisions, people that answer their questions promptly and appropriately, people that invest time ensuring that they are satisfied at the end.
Customers should always feel special whenever they experience your brand. This is very important to the real estate business which majorly thrives on referrals to survive.
Customers may have complaints about a product or a service from time to time and they may require support in solving those problems. Good customer service addresses all the questions and concerns in a timely manner, which will ultimately leave customers satisfied.
Good customer service can also increase the morale and confidence that customers have in a product or service.