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.

With those humbling statistics in mind, here’s five great reads to help improve your customer service.

Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics

Customer insights. A welcoming environment. Transparency. You don’t need to be a rocket scientist to figure it out.

 

Big Interview: Jo Causon, CEO, The Institute of Customer Service

Fascinating read as Jo Causon shares her insights into customer service – “All of the research information that I have demonstrates a direct correlation between great customer experiences, great customer service and the long-term viability of an organisation.”

There’s Customer Service, and then there’s CUSTOMER SERVICE!

Read this at your next staff meeting and then discuss and answer the three questions at the end of the rant article.

Profiting From Customer Complaints

In every customer service training, Stephen shares “complaints are an opportunity.” This article expands on that customer service concept.

Finally, Robert Bacal “goes against the grain” and generally accepted customer service mindset with this read: Radical Customer Service: A Contrarian View For Winning The Customer Wars

Read it and tell us he’s off base with any of his ‘contrarian’ views…

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