MONTREAL, QC, September 10, 2013 /24-7PressRelease/
-- It is no secret to Bobby Skotidakis
that quality customer service - or a lack thereof - can make or break a business in a powerful way. His company, the Quebec-based biofuel producer Les Entreprises BPEC Inc., has grown to prominence throughout its area thanks in no small part to the intense focus he puts on providing excellent customer services.
Sometimes, however, customers do not want their preferred companies to come offering them excellent service. Instead, as a recent article from Econsultancy
reports, more and more customers today would rather be given the means to take care of their own problems.
According to the article, recent market research has shown that more than half of all consumers want their businesses to provide them with some means of servicing their own needs. On top of this, 67 percent of all consumers involved in the research stated that they greatly prefer these self-service options to actually interacting with customer service employees specifically trained to address their needs.
But while this may change the means of how a business provides customer service, it does not change the importance of such assistance, explains Bobby Skotidakis. "Customers who demand self-service options are not telling companies that they don't want their help," Skotidakis clarifies. "Instead they're telling these companies that they want more access to the tools that customer service personnel would usually utilize to help them. They're not saying 'Leave me alone, I can fix my own problems,' they're saying 'I'd like you to show me how to fix this and then let me do it on my own, please.'"
Luckily for businesses, particularly online businesses, many customer self-service options are actually cheaper to implement and utilize than traditional customer service options such as call centers or even web chat services, the article explains. This means that companies can help themselves while still giving customers what they are asking for. In wake of recent widespread economic troubles, this opportunity for businesses to reduce operational costs without sacrificing customer satisfaction proves attractive to many.
Ultimately, however, the path that a business should take with their customer service options depends on what the customers of that specific business are demanding the most. As customer retention is much easier and less expensive than new customer acquisition, satisfying their loyal customer bases should remain the number one priority of a company. "Give your customers the self-service options that they want," Bobby Skotidakis advises, "but make sure that they know that you're still there if they need anything that these services can't provide for them."
is the founder, owner, and CEO of Les Entreprises BPEC Inc., a Montreal-based biofuel production company that specializes in providing excellent service for all of their many customers. The company caters to restaurants throughout Quebec by hauling away their used cooking oil for them, thus helping them to eliminate a major source of their business waste. This cooking oil is then chemically transmuted into useful and useable biofuels such as biodiesel, which local agriculture and transportation industries utilize as a safer, renewable, and environmentally friendly alternative to traditional diesel fuel. Under Skotidakis's management, Les Entreprises BPEC has become the second largest company of its kind in its area. This is largely due to their focus on customer service above all else, including their 24 hour assistance, emergency services, and convenient weekly travel schedules.