Key fact: A recent international study reveals that around 40% of company executives are aware that the customer service and experience in their company is not satisfactory, and the majority of executives plan to implement changes in the coming months. On the other hand, the majority of these executives in UAE and globally stated that they do not have a clear vision on where to start.
High quality customer service is a vital element in the ability of any company to achieve great sales numbers and overall business success. Service quality benefits a number of central purposes - it builds clients loyalty, it enhances the company’s visibility in today's highly competitive UAE and global market, and it becomes a powerful marketing and sales tool.
Unlike other marketing efforts to promote company goods or services such as marketing , product promotion, brand building, etc., service quality improvement can cost little compared to the outcome it can achieve.
To improve service quality, often all you have to do is redesign your existing approach to customer service and apply it accordingly. This may not even require any additional personnel; all you may need is the modifications to existing service processes, targeted personnel training and implementation of the adjusted processes in such a way that they will be used across the company with the required consistency.
Service quality as an outstanding solution for marketing in turbulent times
With the overabundance of products and services on the UAE and global markets, the element of customer service becomes absolutely critical for business success.
When you ask clients in Dubai or any other city of the world what quality means for them, they often say: clear and complete product information, on-time product delivery, and competitive prices accompanied by after-sale service. This means the company must provide high quality service throughout the customer experience, from pre-sale to sale and after-sale services. - and that is what makes the critical difference.
Providing quality customer service is absolutely crucial for retaining customers and competing with other businesses who offer the same or similar products. When two companies offer similar products, customers will come back again and again to the place where they get the best service.
This leads to results at all times - be it in times of intensive economic growth or turbulent times. In fact, in turbulent times, as the competition become tougher, quality customer service often becomes the deciding factor as to who will be the loser and who will be the winner in the markets.
Service quality as a means of optimizing costs and increasing performance
Apart from its very strong effect on marketing and sales, service quality also brings other outstanding benefits. With the increase in service quality, the efficiency of communication with clients increases as well. This means that the total time required for solving client inquiries becomes shorter, and thus the related client service costs decrease.
We all know how much time is wasted when we receive unsatisfactory customer service. Let’s look at the example of ordering some large electronic equipment (washing machine, fridge, etc.) from a shop. How many times have we faced situations when our item is delivered, but is somehow wrong, damaged, or doesn’t match the specifications we ordered?. Then you have to contact a company, return it, get a new one, etc. What a waste of time on both ends.
Or another scenario - the right product is delivered and everything is okay at the time of delivery, but then some default is discovered within the warranty period - and then you can spend hours or days contacting the company to resolve the issue.
All such inefficiencies may happen just due to improper info and service flow. A company can fix these problems by reviewing its sales and delivery process and performing the necessary fine-tuning. Such changes can be completed fairly quickly and bring a great increase in efficiency and cost–cutting, as the amount of time personnel spend assisting your clients noticeably decreases. And, as an added bonus, the company’s customer service is praised, which is absolutely great for further marketing and sales.
Customer service and experience are what make the main the difference for clients - and, when you deliver high quality service, you’ll see how clients vote for your company with their money, trust, and loyalty!