Embedding customer service brings its own rewards

One of the keys to great customer service is not only hiring the right people but also creating the right environment that empowers and enables them to solve customers’ problems rather than pass the buck.

Studies have revealed a clear link between the quality of an organisation’s customer service and the health of its bottom line. Among business consumers, 89 per cent are more likely to complete an additional purchase following a good customer service experience, according to a Salesforce survey. This rises to 92 per cent among consumers more generally.