What is your customer service pet peeve? Is it phone trees with no end? Is it providing the same information three times to the same company prior to completing a purchase or making an application? Maybe it’s the contrast of the great attention you receive when the company tries to get you as a customer followed by the inability to get support once you’ve actually signed that contract for service.
Based on a recent Consumer Reports study, the two biggies are “not being able to get a person on the phone, followed by rude salespeople.”
But the most interesting statistic in the study noted how 64% of Americans have walked out of the store because of poor customer service. Great customer service is not a nice-to-have. Customer service is not a “cost center.”
Customer service is a bottom-line impacting part of any smart business. We believe that customers form their opinions about three aspects of any business, the attitudes of the employees, the processes that they experience in working with the business, and the product or service itself. Attitude and Process are customer service. Attitude and Process drive satisfaction of many customers. And this study shows that poor Attitudes and Processes can cause 64% of customers to leave.
What are your employees’ attitudes like? Are they caring, concerned, positive, and proactive?
What are your processes like? Are they simple, self-evident, efficient, and effective?
Don’t drive your customers away. Make sure your Attitudes and Processes convey to the customer that they are an important asset to your business.
Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/
Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/
Love it! So glad I logged on to facebook to see this.
“Maybe it’s the contrast of the great attention you receive when the company tries to get you as a customer followed by the inability to get support once you’ve actually signed that contract for service.”
It kills me to see this happen within companies. It happens, and often.
What companies don’t understand. Revenue opportunity does not stop at the first sale, right?! A happy customer will buy more, take the company’s suggestions of other items they should have, and a happy customer will refer a friend and peer.
I mean come on. And company’s are ok with this. All they need is a workplace revival. Their employees are capable of producing customer service excellence, but are they willing.
WOW Culture my friends. It works wonders!
Great post. Thank you.