News: Customer Service/Care
Good customer service 'builds loyalty'
22 August 2008
When used effectively, customer service can win loyalty from clients, an expert argues.
Joe Brown, a manager with RightNow Technologies, makes his comments to online resource MyCustomer.com.
He asserts that even within a gloomy economic environment, good customer service will build enduring relationships.
The climate does mean that companies cannot afford weakened relationships with their clients, so it is essential they work on customer care, Mr Brown continues.
He tells the publication: "The memories of customers will extend well beyond the end of an uncertain economy - they won't forget (or forgive) opportunistic actions or other violations of trust, but they will remember excellent customer service."
Previously, the Institute of Customer Service found consumers are generally becoming happier with the support they receive, despite the credit crunch.
It suggested businesses are trying to stay ahead during a possible recession by keeping their customers happy and urged firms to make life easier for the people they sell to in order to survive.
