One shortcut to losing customers and subsequently your business is by consistently dissatisfying your customers. As a sure way of losing business, poor customer service boomerangs when the unhappy customer tells his friends, family, neighbors and anyone who cares to listen about the shortcomings of your business. In today’s digital age of social media, dissatisfied customers now have an all new way of telling the world how bad they have felt doing business with a company. The effect of this on your business is far more unbearable. On the other hand, a customer that has had a good time doing business with you would likely go beyond telling his friend and family to telling the whole world using today’s digital tools, which of course is what you need to take that business to a whole new level.
It is not easy providing an excellent customer service, as it could be really expensive.
You will first have to consider the human and material resources required to set up your customer service. At the very minimum, you will need an office, or a section of your office, a desk, a Phone line and a trained employee who would handle all of the customer complaints. You know of course, that you will incur costs, from paying the employees to setting up the customer service workstation, to the monthly surcharge for the phone services and to other unforeseen costs. But you can have all of these and more at a much more affordable rate and without compromising quality with human service outsourcing.
Customer service outsourcing is just what it is, and entails quite a lot.
Imagine for example, how much time, effort and money you’d spend finding, hiring, and training a suitable employee to handle your customer service. Now, imagine bypassing this entire process by letting a customer services outsourcing company to handle this for you for much less. This also means you’d have already hired a highly experienced customer service representative who would satisfy your customers and preserve your company’s reputation.
There have been arguments by some business owners that customer service outsourcing might be more expensive.
This usually happens when you outsource your services with the impression that you’re paying fulltime when you do not really have to. A good customer service outsourcing company let you pay only for the time spent. Your customer service representative should serve you only when you really need them. Letting your outsourced customer service representative sit around for the time you paid doing absolutely nothing is a pure waste of time and resources. You should pay only for work done and for the time used up.
You deserve it as much as your business deserves the best customer service there is.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! inspires entrepreneurs build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.