The Importance of Customer Service

“In today’s modern, fast-paced, always-on-the-go world, great customer service is becoming a thing of the past.” We’ve all seen countless articles and news reports around the internet decrying this for the past decade. Well, while this statement may certainly be true in many cases, it’s not always entirely accurate. There are still plenty of companies out there who believe in great customer service above all else, and you may be surprised at just how successful those companies actually are.

By this point, nearly everyone is familiar with the infamous Comcast customer service representative who constantly pestered a caller who simply wanted to drop Comcast as his internet service provider. The caller is calm and patient and did not get angry (as many other callers do), but still, the Comcast rep continuously asked the question “Well, why are you leaving Comcast? I’m just trying to understand!) The call lasted quite sometime before the rep finally gave in and canceled the service for the customer.

The practice of asking customers why they’re leaving taking their business elsewhere isn’t necessarily a bad idea. You can learn what they didn’t like about your company so you can improve that practice. You’re also sometimes able to change a dissatisfied customer’s mind, as it may have been a simple misunderstanding that led them to go somewhere else. However, as was shown in the case of the persistent Comcast rep, it can definitely be taken too far, creating a storm of bad publicity and a negative image for your company.

On the opposite side of the spectrum, you have a company like Publix Supermarkets. Publix’s entire operating model is built around providing great customer service. Employees are trained to be friendly and helpful towards customers, dropping whatever they’re doing to answer questions or provide assistance loading a vehicle. Stores are well-maintained, and even though prices tend to be higher, customers are often willing to pay a little more or go out of their way to shop there. This practice of putting people first not only grants Publix a stellar public image, it also shows in their bottom line. In the company’s 84-year history, they’ve never had a single layoff, and now boast a total of nearly 1,100 stores while profits continue to grow.

All of this goes to show that customer service makes a world of difference with your business. Customers remember their experience at a store, whether it’s good or bad. That’s why here at CustomCenter.com we’re extremely focused on providing the best experience possible for our customers beyond just offering low prices. We want our customers to feel comfortable buying from us, and our goal is to create lasting relationships with each of our customers. CustomCenter.com is your Number One source for all types of custom promotional products, and we’re here to answer any questions and provide assistance with whatever you need. Simply give us a call toll-free at 800-254-0146, send an email to [email protected], or fill out the contact form on our “Contact Us” page. We look forward to working with you!