Impact on a business
Good customer care
- Satisfied customers will be more likely to return, stay longer and spend more
- Customer service excellence can lead to awards that can be used as a marketing tool
- Growth of the business as a result of verbal recommendations from customers who have had a positive experience
- Customers benefit as they enjoy the experience and this contributes to their sense of well-being
- Customers may give the business positive reviews on social media or review sites
A good reputation and fewer complaints raise staff morale through a positive working environment as they feel customers appreciate the service provided and they are rewarded by tips that boost their salary.
There are a number of reasons a customer might receive poor service and it is worth remembering that staff are only human.
Some of the reasons are:
- Tiredness at the end of a shift
- Short staffed
- Poor team support within the department
- Shortage of equipment
- Personal problems
- Poor working conditions
- Disagreements with other staff
- Dislike of customer’s attitude
Poor customer care
- Customers will not return so business is lost which has a negative effect on profit
- Poor standards by one department can have a negative impact on the reputation of the business as a whole
- Negative reviews on social media sites may mean that new customers decide not to book
- Staff may feel demoralised because of lack of training and may be unable to find a better job because they do not have the necessary skills
- There may be a high turnover of staff so it is difficult to maintain or raise standards
