How to build customer loyalty

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Customer service is taking care of customers from the purchase of the product/service to the after sales service. It may vary from face-to-face to the Internet.  Companies and businesses use customer service to create an overall impression of the company that puts the needs of the customer first, to ensure quality and increase sales and profits over its competitors. Increasingly, businesses and companies have customer service departments whose job role is to ensure the efficient process of delivering customer service, including provision for those customers with special needs. E.g. if the business is a restaurant, then they must serve vegetarian alternatives for the needs of certain customers.

All members of staff need to be trained in order to help their customers by providing them with a useful service when they are purchasing goods or services that the business is providing them with. By members of staff being well trained, informed, polite and helpful to their customers, it benefits the business because the customers will be satisfied which generates returns and allows them to make another purchase which eventually increases the business’s income and profits. By businesses providing their customers with excellent customer service it’s a way whereby they can distinguish themselves from the competition. Customer service is a service to customers before, during and after the purchase of a product/item. Whether it is good or bad is decided by the customers themselves and the use of mystery shoppers.  

Good customer service:

  • Staffs are expected to be fully attentive when dealing with what the customers are essentially looking for.
  • The staff should be fully informed when giving information on a certain product or service.
  • The staffs also are expected to be polity, respectful and helpful towards their potential customers and be able to help them with their specific needs.
  • Staff should finally be able to offer extra services to the customers that will eventually help them in being fully informed on the product or service they are purchasing.
  • The internal customers will stay loyal to the business.
  • The internal customers will be more productive and motivated.
  • Fewer absences due to a confident and motivated team.
  • Less labour turnover as there is no need to keep recruiting due to staff leaving.
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Examples of good customer service are factors such as:

  • Understanding the customer’s needs and putting them at the centre of attention when trying to solve their problems whilst at the same time creating a strong continuous relationship bond between staff and customer.
  • Businesses need to know what the customers’ needs and wants are and should try to deliver both of these at the same time, to essentially keep the customers happy and satisfied.
  • Businesses need to be able to keep their customer service quick and convenient which means that they do not need to wait around a ...

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