Chapter 3 – Why Customer Service is Important

Customer service include taking exceptional care and providing positive experience to each
customer. In addition, these are sets of policies implemented by organizations that govern the
way how their employees will interact and treat the customers. As time changes, the concept of
customer service in gaining more prominence as business entities realized that the key to the
success and growth of their business is through retaining their existing customers and
extracting more value from them. Primarily, the goal of customer service is to appreciate the
customers and earn their respect and loyalty. With that, businesses must be open to
suggestions and recommendations from their customers and this will be made possible by
asking their feedback in terms of the product and service offered to them.

In this chapter, the six core reasons why customer service is important was given emphasis. To
begin with, customer service assists in customer retention. Giving good impressions to the
customers will provide the business strong relationships with their customers that will make
them frequently visit and buy from your business. In addition, it helps in building a positive a
positive brand reputation. Having a positive brand reputation will be pleasing to the eyes of the
existing and potential customers which will also be a factor in gaining loyal customers.
Furthermore, customer service assists in minimizing overall issues and problems. These
problems can be lessened by consistently providing quality service to the customers. Also, new
opportunities will be opened through customer service. As the business continuously develop
their image and reputation, it will encourage potential investors to be associated with them.
With that, it would help the organization to grow further. Moreover, customer service will help
in boosting sales and figures. As the organization continue to expand, the scope of its products
and services grows as well; that will result to an increase to their sales and figures. Lastly, it
boosts employee turnover. Since employees are vital to the operations of the business, they
should be motivated and empowered to heighten up their willingness to work and stay in the
organization.

Chapter 3 – Customer Focus

In this chapter, the importance of customers is given emphasis. It is apparent that business
would not be able to continuously operate without their customers. With that, businesses must
take into consideration the satisfaction of their customers in order to gain their respect and
loyalty. Businesses must aim to satisfy their customers by providing quality products and
services. In addition, they should implement sets of policies that would control how their
employees will assist, treat, and interact with their customers. As consumers already have their
own standards on what they desire and expect to the products that they are going to buy; the
weight will fall to the businesses on how they will strategize in order to meet the standards and
satisfaction, and exceed the expectations of their customers.

Operating a business should not just be solely focused on gaining profits. On the other hand,
they should keep in mind the quality of their products and services to gain their customers’
satisfaction. Customer satisfaction plays a significant role in every business as it serves as the
customers’ basis in comparing the products and services of one business to another. However,
solely providing satisfaction to customers is not enough; businesses should be consistent and
continue to innovate to exceed the satisfaction and expectations of their customers. With that,
it will also help the organization to build strong relationships with their customers and develop
good brand image and reputation