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.
To start improving your customer service, perhaps the first step is to re-think the concept. Shep Hyken asks What Makes Good Customer Service
It is our customers’ perceptions that determine if we’ve provided good or bad customer service.
How do you provide good customer service? 5 best practices for Success in Customer Service
Brand loyalty is important, so how can you earn the loyalty of your customers? How can you establish practices that delight customers so they keep coming back and recommend you to their friends and family? 5 best practices for outstanding customer service.
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