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The Importance of Service Processes

Early this year, I ordered an item from an online shop with a promise of next-day delivery. The following day, I got the item. Impressed by their service, I ordered another item in February, but it came after 4 days, with profound apologies. Last month, with reluctance, I ordered another item from the same shop. After 3 days, I was told the item was out of stock. Disappointed, but at least I got my money back. However, I’ll not buy again from that shop.


Understanding the service concept

Good service creates customer satisfaction. Excellent service creates customer loyalty. Hence, by building service excellence into your organization, customer loyalty is increased which in turn results to profitable and sustainable business growth.

Implementing an effective service strategy with a focus on retaining customers has proven to be more effective at increasing sales and profit, than mere marketing campaigns, promotions or advertising. Thus there is a strong correlation between service delivery and profit with research showing that a 5% increase in customer service can result in a 25% increase in profit. (more…)