{"id":700,"date":"2019-12-24T12:08:41","date_gmt":"2019-12-24T09:08:41","guid":{"rendered":"https:\/\/www.useresponse.com\/blog\/?p=700"},"modified":"2022-03-28T14:44:06","modified_gmt":"2022-03-28T11:44:06","slug":"customer-service-part-of-your-company-culture","status":"publish","type":"post","link":"https:\/\/useresponse.com\/blog\/customer-service-part-of-your-company-culture\/","title":{"rendered":"How to Make Customer Service a Core Part of SaaS Company Culture"},"content":{"rendered":"\n

When you think of a customer service job, what comes to mind?
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You\u2019re probably envisioning a waitress or the person who helps you troubleshoot computer issues at work. And while customer service might have previously been sequestered to a few industries, the rise of social media and the influx of SaaS companies in the last decade has changed the game completely. 
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Why is customer service important for your business?<\/h1>\n\n\n\n

Customers expect more from every single business they interact with. 
If your company hasn\u2019t adopted a customer service mindset, then you\u2019re already behind your competitors. Studies show time and time again that customers expect excellent customer service experience when doing business with you.<\/p>\n\n\n\n

\"customer<\/figure>\n\n\n\n

70% of buying experiences are based on how a customer thinks they\u2019re being treated. From a business standpoint, it costs your company 6-7 times more money<\/a> to attract a new customer than to retain existing ones. And that\u2019s just scratching the surface. We\u2019ve all seen the reports that customers are more likely to share bad online reviews than they are good ones.<\/p>\n\n\n\n


Customer service isn\u2019t about company culture, it\u2019s a business case for success. Increased revenue, increased customer retention, and improved employee satisfaction are all tied to how customers feel about your business. You\u2019re more likely to fall behind your customers if you refuse to adopt a customer service mindset. <\/p>\n\n\n\n

Creating a culture of customer service<\/h2>\n\n\n\n

We\u2019ve outlined why customer service is make or break for your business \u2013 now where do you start creating a culture of customer care? This isn\u2019t a process you can formalize once and forget. It needs to become an active and daily part of your work. <\/p>\n\n\n\n

1. Understand that customer service is everyone’s job<\/h3>\n\n\n\n

Customer service can\u2019t be relegated to entry-level positions or support staff. The only way to show the importance of customer service is to make it a priority for everyone in your company. Leading by example will show your employees and your customers that you take this seriously. <\/p>\n\n\n\n


That means C-Suite executives should be going to the same customer service training sessions as interns. It means never thinking you\u2019re above listening to customers when they complain.. And most importantly it means you admit when you\u2019ve messed up and promise to fix mistakes. <\/p>\n\n\n\n

Always ask yourself what the workflow looks like when a customer expresses anger or frustration. <\/strong>
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