Business Studies



Business Operations


What are the benefits of good customer service?

11 months ago


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Dameon Breitenberg

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Good customer service creates a range of potential benefits for a business. From a marketing viewpoint, a rapid and effective response to customer questions about a product should increase customer understanding, helping them to decide whether a product will address their needs, hopefully resulting in a purchase. Even if the answer is 'no' in this particular case, effective service should create a positive and lasting image, which may lead to purchases in the future. Creating and improving customer loyalty through consistently excellent customer service can reduce the need for costly advertising, especially as customers are likely to make recommendations to family and friends, based on their own positive experience.

Training employees to deliver excellent customer service can also lead to benefits for the staff themselves - a positive working environment helps to increase wellbeing and motivation, which may lead to improved staff retention, lower absenteeism and greater productivity.

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