Let's look at why customer service is so important to your bottom line.
The goal of every business is profit, right? I believe that improving your customer experience can be a clever and specific tactic of your business objective to achieve more income, lowered costs.
Cost of a lost customer.
Having a good experience doing business with you brings people back. Think of the long term value of this (I wrote a column - read it here - about my conversation with a supermarket manager that I represented $500,000 in business to the store.) Of the 700 emails I received in reply to the story in my newsletter, over 200 wrote in stories of their experiences and the majority all said they won't go back to the establishment.
Let's say you run a café in a business district. A regular client might spend $72 a month on take away coffees . If something chases them away - like a snippy employee, your lost income is at least $720 a year ($720 for 10months); $2,160 over 3 years. Just from one customer.