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.
Start this week with A Year-End Customer Service Inventory: 5 Questions to Ponder
As you approach the end of the year and look forward to the next year of serving our customers and building profits, the self inventory in the article above will build your business’ success.
The employee having the right attitude and desire to serve is of utmost importance. Also are some of the key skills your employees need to master to provide outstanding and consistent customer service.
January is a time for reflection, marking the end of a busy 2016 and heralding an exciting new year. It’s important to use this time to recalibrate your business’s thinking on customer service and plan service goals and objectives for the year ahead to grow and retain your customer base.
In other words, your business needs to be able to offer all the advantages, and be as easy to do business with, as the best of what your customer has encountered online and in self-service solutions. Micah Solomon writes on how to achieve “digital parity.”
Have you mapped out your customer’s experience or a “journey map”? Shep Hyken with things to consider before you do.
Shawn Doyle shares three experiences he has had as a customer, and the valuable lessons these experiences can hold for all of us.
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