For any business, customer service is about conversation and
resolving conflict, disappointments, handling returns, diffusing
customer frustration and anger, and facilitating a satisfactory
conclusion for both the customer and your business. Your customer
service reputation can be as important to company growth as the actual
product or services you provide. And any business owner understands what
satisfied customers translate to: return business, excellent referrals,
and new customers.
But employee time and efforts utilized for customer service can also
detract from profits when excessive hours go into finding resolutions
for customers. The expense of this diverted employee time that can be
effective in revenue and sales may compound when customer service calls
increase.
