Although customer service is an age old art, it is very important in the current business world. It is estimated by surveys that 70% of customers’ discontent causing them not to buy a product is because they did not receive satisfactory customer service. Zappos is a company that appreciates the importance behind customer service and realizes its value to their business. Instead of their phone representatives being encouraged to make a maximum amount of sales, Zappos prides itself on appreciating customers and having cheery discussions to increase customer satisfaction. Even though this seems like an easy concept, most companies abandon this service in their pursuit for increased profits. I think that this service should be incorporated more into businesses as I personally appreciate personable representatives that make my shopping experience more enjoyable. This factor has influenced me, as I find Future Shop employees to be very down-to-earth and interactive employees, and now when choosing to go to an electronic store, I always go to Future Shop. So, customer service yields customer loyalty, which can be proved through statistics and my personal experiences, hence making this belittled part of business in fact a valuable attribute to a company.
https://www.youtube.com/watch?v=7GXtFvMJ91o
“If you work just for money, you’ll never make it, but if you love what you’re doing and you always put the customer first, success will be yours.”
Ray Kroc