Here Is A Sample From Customer Service For Frontline Employees!
Customers will cease doing business with a company once they perceive
that they are not getting the proper value for their patronage.
This means that the customer will go to your competition if the customer
does not feel they are getting enough service or a competitive price from you.
It is important that you understand that very often customers consider
both price and service when making their decision to buy from you or not.
Service and price go hand in hand when it comes to giving a customer the most
value for their business. Fail to deliver what the customer expects on either of
these areas and you run the risk of losing a customer.
Take a moment to think about how different businesses portray themselves.
If you look at their advertising closely, you will see that the well known
companies have stressed either price or service in their ads. In some cases, you
will see both areas stressed. Depending on the products or services sold, one
area may be more important than the other.
Take your local warehouse clubs. These businesses stress low prices.
Their appeal lies with low prices and volume purchases. Service is not a major
issue. They don't accept coupons, have no sales force to assist you, and you
sometimes have to put up with long lines to pay for your purchases. In these
cases, the focus is on price only, not service.
Other companies will focus on the reliability of their products. Just
about everyone has seen the commercials about the lonely washing machine
repairman that works on one common brand of washing machine. This commercial,
and the company's print advertising, stresses reliability and quality, not
price. Service is the focus in these cases, not price.
The reality of the situation is that both price and service factor into
just about every consumer or business decision. Failure to at least consider
price and service related issues will often result in the failure of a product
or business. In order to have the highest chance of success, it is crucial that
both price and service issues are evaluated constantly.
You will often see both factors addressed in print and media advertising.
A perfect example is automobile sales. It doesn't make any difference which
dealer you buy your car from. The car will be made in the same factory, by the
same workers. What will influence your decision? Both price and service!
When you buy a car from a dealer, you are not tied to that dealer for
service. You can go to any dealer you want when you have a problem. Because of
this, price becomes a greater part of your decision. You will go to a few
dealers and see who will give you the best price. When you have a problem, you
go to the dealer with the best service reputation.
Since the dealer will usually make more profit on the service of the
vehicle, it is important to the dealer that you come back to his dealership when
you need service. Since most people return to the dealer where they purchased
the car, it is smart to focus on both price and service when promoting your
Whenever a business fails in it's attempts to give a customer what he or
she wants, they run the risk of that customer taking their business elsewhere.
Millions of dollars are spent every year getting people to buy a certain product
or brand of product over the competition. Once the purchase is made, how the
company responds to that customer will carry more weight than even the best
The basic key to understanding why customers leave is that you must
address all the customers needs and expectations because........
Choices & Freedom!
It's never ceases to amaze me that some people never grasp the concept
that customers have choices as to where
they spend their money! When we get our paychecks every week, we are not
told where we must buy our food, clothing, or other purchases. We are left to
decide where we want to purchase
certain things. We have the right to patronize our local merchants or buy mail
order. We can purchase American-made products or buy foreign products. The only
restrictions we have is the amount of money we have to spend and the amount of
inconvenience we will put up with.
Living in a country where this kind of freedom exists places a wealth of
opportunity and choices in front of the average consumer. It also gives the
consumer a tremendous amount of power over the companies that produce the goods
and services they purchase. If a consumer does not feel appreciated at a
specific store, they can go elsewhere! It's as simple as that!
Even when people are under a contract to do business with a certain
company for a certain period of time, they are free to go to someone else after
that contract expires. They may even have legal grounds to have their contracts
The important thing to remember is that every
customer has the right to do business with whom they choose, for however long
they choose, and that they can change their mind at any time for any reason!
This may seem basic and sort of common sense to you but it is a very
important concept that you should understand completely if you are to have a
future in customer service.
The key to building and sustaining a profitable business is to give the
customer what they want, when they want it, and at a price they feel is fair and
that you can make a profit! It's a simple sentence that is difficult to fulfill!
Your business can only survive if you keep your existing customers happy
and coming back as you try to bring new customers into your store. The only way
you can do that is by addressing their needs and by giving them no reasons to
look at your competition!
Now that we understand the necessity of keeping our existing customers
happy, and the value they represent to us, we need to start working on........