As the telecoms market becomes more competitive, with the latest and greatest pieces of technology, and a dizzying array of plans and packages to hook you in, it shows no sign of slowing down when it comes to acquiring you and your business. But one aspect of this sector that has failed to keep up, or even found itself in reverse, is customer service.
In this competitive environment, it’s easy for businesses to prioritise customer acquisition over customer retention. However, this short-sighted approach can have a detrimental impact on a company’s long-term success.
Across industries, organisations are trimming customer service, often seen as an unnecessary cost. Examples include HMRC, councils, Royal Mail, and most recently, and relevantly, BT’s Enniskillen contact centre, which looks after EE’s customers.
This emphasises the size and scale of the problem: HMRC phone customers spent 798 YEARS on hold in a single tax period, the National Audit Office reveals.
So why this shift and change in attitude towards customer service?
As we see a downturn in investment in customer services, are businesses taking an approach of quantity over quality where acquisition has become the focus over retention? Are exercises in cost-cutting pushed through by those who control the finances, not seeing any real value in customer care? Whatever the reason, it is having an impact on customer perceptions of major brands and the experiences they receive.
The Downside of Neglecting Customer Service
Studies show that acquiring a new customer can cost five times more than retaining an existing one. Furthermore, unhappy customers are far more likely to share their negative experiences with others, damaging your brand reputation and deterring potential customers.
A lack of reliable after-sales support leads to customer frustration, increased downtime due to unresolved issues, and ultimately, lost revenue opportunities as customers seek alternative providers.
Whatever the disconnect currently happening within businesses regarding their attitude and approach towards their customers, Chadwell has taken a firm stance on the quality of service and support it offers its customers.
Why Chadwell Prioritises Customer Service
At Chadwell, we understand the critical role that exceptional customer service plays in building trust and loyalty. We don’t just find our customers the best deals on the market; we also go the extra mile to ensure they receive reliable ongoing support and have a positive experience throughout their journey with us.
Our dedicated customer service team is comprised of knowledgeable and friendly professionals who are passionate about helping our clients. We offer a variety of support channels to ensure that our customers can get the assistance they need quickly and efficiently.
The Chadwell Difference: Building Long-Term Relationships
By prioritising excellent customer service, Chadwell has a reputation for reliability and trust. We believe that our commitment to reliable after-sales service and our understanding of the importance of excellent support for businesses are key differentiators in the telecom market.
We are confident that by exceeding our customers’ expectations, we can foster long-term relationships and ensure their continued satisfaction.
If you are looking for a partner who can support your business’s telecom requirements, Contact Us , and one of our team will look after you.