Trust is a Crucial Part of Customer Relations and Customer Retention
An important point that many customer service representatives and other employees often forget is that customer satisfaction drives organizational success. If sound customer service skills are not taught to every employee at all levels and they fail to consistently provide excellent customer service, chances are that customer retention and trust are going to be negatively impacted.
When customer service breaks down, at issue in many provider-customer relationships is how well the organization meets customer needs, wants and expectations. When customer service representatives do not deliver products and services promised on time, in the manner promised and at the quality level expected, customer satisfaction and customer trust can be negatively impacted.
Unfortunately, once trust is gone it might never be regained, at least to prior levels. This is why employees must be vigilant in what they promise and in how they deliver products and services to customers.
If you want some specific ideas and strategies for building and maintaining trust with your customers get copies of Customer Service Skills for Success.