Deliver the Unexpected: Client Service Still Matters

bad customer serviceOver the years, we as consumers have become accustomed to a declining level service. We don’t expect much because we haven’t been getting much from businesses lately. How many times have you had to deal with automated phone services with no human beings at the other end or the last time that you had someone who actually cared more for your business than their own financial gains?

In a Customer Service Best Practices Survey performed by ClickFox , nearly two out of every three respondents (63.9%) indicated that the way a company addresses customer service issues is more important to them than price when deciding whether to continue doing business with that company.

One of the major reasons why customers stay loyal to a brand is usually because of great customer experience. Actually, the more personal the service, the more chances that they will not only do business with you again but they will also tell their family and friends.

With the increasing use of social media such as Facebook and Twitter, the many different review websites like Yelp, when something goes wrong…customers will use these platforms to spread their negative experience and with their iPhone or Blackberry at hand, it will happen much faster than ever before.

But chances are, the reverse will happen too! Actually, according to ClickFox, 59.1% of respondents said they share good customer service stories via Facebook. With the help of social media, companies have the chance to make business more personal and influence the way people perceive their brand.

So remember:

  • Listen to your customers
  • Don’t make a promise you can’t deliver
  • Be honest and authentic
  • Pay attention to details
  • Know your product
  • Be proactive
  • Be flexible
  • Care

Even when the economy is not doing well, customer service still plays a larger role than price for most consumers. So before cutting back on products and services to compete and maintain revenue, you should first look at how your business could invest in improving customer experience.

When a company goes beyond what is expected, most customers will really notice and pay attention. Use the opportunity to leverage social media platforms to interact and show how each client is valuable to you and your business.

Do you maximize the power of social media for your business?

Image: Ambro /


Genevieve Lachance is a web marketing consultant who has a passion for social media and technology based in Montreal, Canada. Read More About Me »