The Center For Client Retention Announces How to Use Customer Service as a Competitive Differentiator

BERKELEY HEIGHTS, N.J.--(EON: Enhanced Online News)--Customer service is the backbone, the foundation and the ultimate core of any business. Exceptional customer service skills enable a company to exceed the customer's expectations for every interaction. In an age where client service seems to be "out of style," it is more important than ever that company associates/sales representatives create connections that cultivate repeat business.

In the past, companies taught their associates to think and behave like "salespeople." However, this is an outdated way of thinking. It is imperative to have customer representatives understand that they can make a difference and they must - on a consistent basis - provide outstanding customer service. This reinforces to customers/clients that the company appreciates and values them and, this in turn, is instrumental for business.

According to Richard Shapiro, a highly regarded expert in the specialized field of customer retention, president of TCFCR/ENTREVISTA and author of the upcoming book, The Service Genie, most companies are cutting corners on service thinking that it will result in higher gross margins. This approach will result in nominal gains in profit, but long-term negative trends in both revenues and earnings.

Shapiro recommends implementing the following business strategies to help increase repeat business for any company, regardless of the industry or size:

• Realize that frontline associates such as cashiers, hostesses, tellers, phone representatives, etc. are frequently the best and sometimes the company's only opportunity to communicate customer appreciation and generate momentum for repeat business;
• Insure that your frontline associates like to help people, are interested in learning new things and that they understand that they have the ability to positively impact every customer transaction;
• Make sure you value and appreciate those associates who can make a difference, as much as they appreciate the company’s customers by rewarding frontline associates with appropriate compensation; and
• Quantify the dollar contribution that your frontline associates bring to the bottom line – it will demonstrate how valuable delivering exceptional service can be.

The Center For Client Retention (TCFCR)/ENTREVISTA) are specialists in designing and conducting customized customer satisfaction and loyalty measurement systems for Fortune 100 & 500 corporations since 1988. TCFCR’s major goal is to exceed expectations by delivering targeted, actionable and cost-efficient marketing solutions. Founded by Richard Shapiro, the company’s mission is to provide clients with the means to document and demonstrate their role in building and retaining customer relationships. ENTREVISTA, a division of TCFCR, designs and conducts bi-lingual / bi-cultural customer satisfaction measurement processes. Range of services include: Competitive benchmarking studies, Executive customer interviews, Customer retention consulting, Hispanic / Latino marketing research services and Social media communications. For more information, log onto www.tcfcr.com.