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.
Here are tips to help you improve your customer service, increase your customer’s experience satisfaction, retain business and loyalty, and help your selling. That’s a great perspective from Steve Curtin in Customer Service is The New Selling
This is one man’s view of what makes student centric customer service great, but it is also a tribute to those folks who deliver it every minute of every day.
(The author) list(s) 19 missteps (he) encounter(s) frequently when consulting on customer service and the customer experience. Check and see which ones, if any, are dragging your customer service and customer experience down.
One bad phone call can ruin a client relationship. Here are five expert tips on making sure customers hang up happy.
Tim Pickard discusses the ways in which to put your customers first as a small business.
New York Times’ bestselling author Joseph Michelli examines the changes made at the top (of Mercedes-Benz) to rescue the company from itself. He sat down with Knowledge@Wharton to discuss Mercedes-Benz’s colorful history and customer service turnaround. (Either podcast or transcript.)