Making Business Personal: Why Customer Service Can Make or Break a Company

In our time, there seems to be an ongoing struggle in the world of business, where it seems like corporations are buying out or threatening local businesses left and right. There’s a reason mom and pop businesses always last a long time: they consider the interests of customers on a local and personal level, rather than put their business-owning financial interests at the forefront. In a society largely consumed by capitalism, though, it has become increasingly difficult for small businesses to thrive, despite the perks in customer service they usually offer. There has to be a way for bigger businesses to provide a personal touch to their customers in the same way that small businesses do, because otherwise, it may become hard for customers to put their trust in impersonal companies.

How Customer Service Affects Clients and Customers

Customer service should be more than the phone call you think of where you’re answered and instantly put on hold for long periods of time. Customer service should, in theory, meet the needs of the customer by the company’s CS representative addressing the needs of the customer on a name to name basis. This kind of interaction assumes a level of acquaintance beyond strangers and makes the conversation open-minded and tailored to the happiness of the customer.

How Big Businesses Can Model Customer Service After Small Businesses

The miscommunication and dissatisfaction of big business customer service could be avoided if corporations invested more of their assets into this aspect of their business. Rather than focusing solely on new money-making ventures, businesses could hire more customer service representatives who are personable and qualified. It’s possible that the improved level of customer service interaction would better maintain the business’ customer following and keep customers returning to buy more of their product or service.

When you look at small, local businesses, one area where they really differ from large corporations is in their ability to return calls to customers, take messages, hand-deliver, and provide other personal services that customers value when they are spending their hard-earned money. Large corporations are large for a reason; they are successful and do thrive in large coverage. One way they could improve, however, is by devoting a portion of their time and resources to making those personal connections and interactions with customers that local businesses make in small and effective ways.