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RALEIGH, NC, August 08, 2014 /24-7PressRelease/ -- For most companies it would be near impossible to operate and survive without customer service; there would be no one available to handle payments, answer questions from prospective customers or manage complaints.
Customer service is important to a company because it is often the only contact a customer has with a company. Customers are vital to an organisation; some customers spend hundreds and even thousands of pounds a year with certain companies. As a consequence, when a customer has a questions or a problem with a product or service, the customer will expect a company's customer service department to resolve the issue. Customer Service is also an identifying factor for a company. According to an article by the Drew Stevens Consulting website titled 'The Importance of Customer Service' customer service is important to an organisation because it can help differentiate a company away from its competitors.
When a company's customer service is good, customers will become loyal to the brand. Brand Loyalty is when a customer becomes a loyal purchaser of a company's product or service. The customer recognizes that the brand provides the best quality product or service at the best price. Brand loyalty is essential to the success of a product and service; and as a result is necessary for a business to be successful. Every business must create a marketing strategy that results in brand loyalty.
In order to create brand loyalty, marketers must create messages that tell consumers a product or service is of value and is something they will need at that moment and in the future. Marketers do this by creating ideas, unique concepts, and messages, to make the product positive and memorable. Capitol City Group has implemented a new "Customer Service Recovery Strategy" to ensure this positive brand loyalty. The strategy has been implemented as a precautionary measure but hope it will be used as a benchmark to set expectations for customer enquiries and how they should be handled.
Customer Service Recovery Strategy
1. Apologise - the key to an effective apology is to get back on the right foot with the customer and to convey from the onset that the company is going to take the customer's side and share their point of view.
2. Review - a company must review the complaint with the customer. Let the customer explain what has gone wrong and what should be done to fix it.
3. Fix the problem and then follow it up - it is important to follow up after a complaint to show continued concern and appreciation.
4. Document - the problem must be documented in detail to allow the company to permanently fix the defect by identifying common trends.
Capitol City Group is a marketing company that provides outsourced solutions for client's sales and marketing needs; this means instead of the firm's clients using their own internal marketing or sales force, they outsource to Capital City Group and utilise their services.
About Capitol City Group: http://capitolcitygroupinc.com
Capitol City Group offer sales and marketing solutions to clients across all industries. The firm, based in North Carolina specialise in implementing direct marketing campaigns designed to take products straight to the target demographic. Capitol City Group's friendly sales team are ready to engage with customers on a personal level to build lasting customer relationships. This approach ensure Capitol City Group's clients see a high ROI that other outsourcing solutions fail to beat.
Follow @CapitolCityNC on Twitter and Facebook.
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