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 How to Mass Market Personalized Customer Service (Just Like Marriott)
The digital age doesn’t have to mark the end of the era of customer satisfaction. By recognizing and re-committing to some essential customer service skills that businesses around the world have been disregarding, you can ensure your customers remain happy. Here are four customer service skills that many businesses need to re-learn.
Let’s toss out the old, industrial-era framework for customer service and redefine successful customer service as a mutual exchange of developing benefit.
A Brand Promise you develop today signals to customers how you are building your company culture and what it is. It further lets them know what your company stands for and it is essential to forging a sustainable customer experience culture everyone can embrace.
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