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.
Multiple good reads on improving customer service. We start with Why Great Customer Service is the Best Kind of Marketing
Marketing is about to become the easiest job in the world, because the (customer service) bar is so abominably low. Customer experience—especially in Canada—is the most dismal and ignored corner of marketing.
Even among the congested, jostling crowds, the(Hawaiian) locals managed to keep their warm, personable attitude when interacting with demanding tourists. I call this their “Aloha Attitude,” and it consists of three essential characteristics.
Teachers call it the summer slide. It refers to the loss of learning that happens to school children during their summer break. It appears something similar happens in customer service. Service quality on the whole tends to decline over the summer. Here’s how to avoid this happening in your company.
(VIDEO) The Future of Customer Service
Customers are increasing their use of digital channels such as mobile and social media to resolve product and service issues and receive support from companies. But does this mean that voice support will disappear altogether? 1to1 Media’s Tom Hoffman recently explored these issues and what the future holds for customer service with Shep Hyken, customer service expert.
Customer service is the key to generating more B2B sales and more B2C sales. One of the best ways to build a brand is through treating your customers right. These are some of the key customer service lessons learned from the road.
Let’s take a look at the fundamentals of customer service by answering the essential “Five W” questions. (Replace the tire industry with your industry.)
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