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 with so much at stake, let’s improve your customer service! First…
Last month, United Airlines forcibly removed a passenger from a flight. there are five lessons from this story applicable to all of us and our customer service efforts.
Having employees unafraid to make decisions in handling customer complaints is critical to making a business successful. The article above has three goals when it comes to handling a complaint.
Explore the history of any successful customer-dependent business, and chances are a founder or key contributor has a drive, a passion, a pursuit to provide a quality product/service to the customer. Not only do they want to please the customer; they also have a passion for serving the customer well.
By emphasizing human interactions through strong customer service practices brands have the opportunity to forge longer lasting emotional connections.
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