Why is it important for an organisation to have a friendly and efficient reception?

Answer 1

With such a vast economy at hand that offers the opportunity for many small and independent businesses to emerge, we find ourselves in a market place where many companies are offering us the same products and services. What we have to decide is which ones are better, and a lot of times there is no better alternative. Most of our decision making then goes down to how we are treated as customers by the company.

Studies show that most people can decide how well they are satisfied with a company in the first 15 minutes of interaction with a company. Also, one mistake or mishap becomes more vivid and etched in the mind of a customer who believes they have been treated wrongly than all of the good experiences prior to the mistake. Knowing this, we can get a grasp on why a business needs to have sound and consistent customer service.

In addition to being necessary to keep customers happy, providing good customer service comes with other benefits as well. It allows a company to build a competitive advantage, create a brand name, and obtain loyalty in their customer base. A good market to consider when evaluating this idea is the cellular industry. There are so many companies out there who offer wireless communication, and there are millions of people in need of this service. I have not met a person who has not had a problem with their cell carrier, either from hold times, billing, or they unhappy with their phone or coverage. The thing about the vast availability of this industry is that we are to a point now that everyone who will have a cell phone does. Therefore, retaining new customers comes from stealing them away from the competition. A company must step up and prove they are better and care more about the customers experience than their previous carrier.

I encourage you of course to do some additional research and not rely on my interpretation of importance of good delivery of customer experiences. However, I have worked in the industry for more than 5 years and have also studied its impacts in my educational career thus far.