Tony thought he loved his job.


He used to think there would be no other job as fulfilling as making people’s lives easier. But now, he couldn’t remember why he chose to be a customer service representative and solve problems all day.


We’ve all been there.  Life can be mundane. If you work in the industry and you have ever questioned why customer satisfaction matters, here are some benefits of excelling in customer service skills and why it’s worth it. Hope these benefits boost up your spirits on a dull day!


#1 Happy Customers Are Loyal Customers


When you satisfy a customer’s every need, go out of the way to help them, become dependable, and treat them as family, you win their loyalty. They keep coming back for more. Their brand loyalty can translate into brand advocacy. Your customers recommend you to their family and friends and everyone wins, you provide great service and the customers provide more business.


92% of consumers trust suggestions from friends and family more than advertising. And 74% of consumers identify word of mouth as a key influencer in their purchasing decisions. (Source)


Plus, bad news travels fast. And with the internet, it can go viral. Only short-sighted employees and companies dare to leave a customer dissatisfied.

customer service skills


#2 You Spend Less Time Handling Complaints


A good customer service representative builds a healthy relationship with customers and clients. The agent lends an ear, understands and stays till the end. Good behavioral patterns build a sense of trust and reliability, making it less likely customers will retaliate when faced with problems. Customers appreciate when they are treated as a friend and not just a customer. A little can do a lot.

customer service skills


#3 Contributes to a Positive Public Persona


When your customers advocate your brand or leave positive reviews, it boosts your public appearance as a reliable company. Second, only to the opinion of friends and family, 88% of people trust online reviews written by other consumers as much as they trust recommendations from personal contacts. (Source) This helps you get leads directly from Google search results.

customer service skills


#4 Customer Retention is Cheaper than Customer Acquisition


Retaining a customer is definitely easier than acquiring or even locating a new customer. It costs 5x more to attract a customer than to keep an existing one. (Source) Also, 70% of companies say it’s cheaper to retain a customer than acquire one. (Source) Retaining a customer not only saves money but also your time and efforts. The longer a customer stays with you, the stronger your connection will be. Central to retaining customers is being kind, available, and solving problems.


#5 You Know What Your Customers Think About You


Handling feedback is one of the most important customer service skills. If the feedback is positive, maintain those practices. And if it’s negative, leverage it to improve your product and services. Simple, right? Here’s what’s imperative: Appropriately handling negative feedbacks and irate customers. An apology gives you a second chance to retain a customer for a longer period of time. The same is true about handling negative comments online. Do it with respect and empathy. Handle with care and it will highlight you honor the customer during the good and the bad.

customer service skills


Last But Definitely Not The Least


A genuine thank you from a happy customer can make your day! There really is no greater satisfaction than in knowing that you helped a customer.