Customer Service NVQ Level 2: Why Is Customer Service So Important?

CST Training offers a number of National Vocational Qualifications to help workers in many industries advance their careers. Included in these qualifications are Customer Service NVQ Level 2, 3, and 4. Completing these NVQs will prove to employers that you have studied customer service to the industry standard. 

But why is customer service so vital for public facing jobs? The following blog will outline all the reasons strong customer service is crucial for customer retention. 

Customer Service NVQ: Streamlines Work Processes

If everyone at a company has identical end goals regarding customer service, this will inevitably streamline the workflow. Any given department will be far more willing to help other departments. 

If customer service is a priority at your company, the culture of the company will benefit. And stronger company culture means happier employees, and happier customers. 

Increases Customer Lifetime Value (CLV)

The Customer’s Lifetime Value (CLV) is the total amount of revenue a company expects to receive from a single customer. It’s one of the core metrics to consider when looking at your projected revenue. 

It may be that a customer isn’t spending massive amounts of money each time they buy from your company. But, even still, this amount will gradually stack up if they’re returning regularly. 

On one hand, great customer service can increase the amount of times a single customer buys from your company. But it can also increase the amount of money they spend each time. Increasing CLV is a way of growing revenue without having to spend a penny more on marketing. If they’re already a loyal customer, then it’s just a matter of nurturing them to remain interested in your company. 

Marketing products to existing customers is far easier than marketing to potential customers. If a customer already trusts one of your products or services, they’re more likely to buy something else. It’s a lot easier to upsell and cross-sell if they’re an established customer. 

Access to More Valuable Feedback

Customer feedback can be tough, especially considering people are far more likely to complain than they are to commend. But whether negative or positive, some customer feedback can be very valuable.

Unless a customer is being blatantly unreasonable, it’s important not to disregard all negative feedback. Seeing your company through the eyes of your customers can help to shed new light on areas for improvement. 

Actively pursuing feedback can be a good way to get ahead of any problems that your customers may be experiencing. This can take many forms, whether it’s conversations, surveys, social media, or usability tests. 

Customer Service NVQ: Reduces Negative Word-of-mouth

Suggestions from family or friends tend to be more effective than any kind of marketing. But negative word-of-mouth can, naturally, have the opposite effect.

If you treat your customers well, they are far more likely to promote your business to others. It’s not a benefit that will be immediately clear, but it can still have a massive impact on revenue.