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…
Attempting to arrive at a customer service definition that everyone in your company would agree with might seem a fool’s errand, but taking a step back to define its key elements can be a useful exercise—one that can help you focus on what really matters to your customers and to your businesses.
Here are some tips that all businesses, big or small, can take advantage of to bolster their customer service offerings.
Millennials value the human touch. Here are three reasons why self-service will not eclipse traditional service, and why our future includes a well-orchestrated blend of the two.
Micah Soloman interviews the GM of Hotel Irvine in Orange County, California, Jeroen Quint.
Micah Soloman reviews some industries and the reasons why superior customer service is so essential to growing and sustaining a business.
As you improve your customer services, how do you know if you’re having success? Besides the cash register, 5 Metrics to Track That Affect Customer Satisfaction
Also, look for the F-bomb of customer service – “Fine”
Finally, a good example of customer service – Exceptional Customer Care, and How It Changes Everything
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