Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds.
So let’s improve your customer service.
If you hear from a customer, it’s probably not because they are happy. Given the natural ebb-and-flow of customer feedback, and the author’s first-hand experience, the article has four underlying assumptions he relies on that direct every customer engagement.
The Cell C CEO believes well-trained, self-motivated employees on the one end of the line will have a positive effect on the caller. (While written for call-centers, points in this article can apply to any industry.)
It still surprises me that many companies don’t recognize the value of training their employees – all employees – in the area of customer service.
Many customer service surveys are focused on pinpointing areas of friction or areas needing improvement. A recent Harvard Business Review article, however, noted that asking customers what went right can raise perceptions of the service provided.
Working in customer service means that you can solve people’s problems, show them kindness and make their days better! Just how awesome is that? The article has five heartwarming, best customer service stories.
Finally, Genuine Customer Service, is an article about how two ladies have provided exceptional customer service at a convenience store for more than 3 decades.
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