Stats Proving the Significance of Customer Service
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90% of companies agree that the consumer experience is important and critical to their 2010 plans. [/i][/i]
80% of those companies want to use customer service/experience as a way to differentiate themselves from their competition[/i][/i]
82% of consumers stopped doing business with a company because of bad service. [/i][/i]
This is up from 59% just four years ago. (Harris Interactive, Customer Experience Impact Report - 2010)[/i][/i]
Even in a down economy, 85% of consumers will pay more to the company that provides them better service. [/i][/i]
Reading the above facts one thing is proved whether said or no, customer service is conspicuous. Excellent service makes price less relevant. This doesn’t mean you lowest price - as long as you deliver service that adds value to the overall experience. Although customer service is up held important by many of the companies, it is not necessary that they are delivering great service. Where 80 % of them want to use their service to differentiate them from others; but one thing they sideline is Promise. The bottom line, it takes more than a promise. Now a day’s customers want customer service, they want customer experience, if you are not able to deliver what is expected you are rejected. Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long. At the end good customer’s service is about getting your customer back. Customer service is normally an integral part of a company’s customer value proposition. Hence when differentiating yourself from other in terms of customer service, in the race of competition never put your quality down or tries to pull the one in front of you. Things that can be done to avoid customer complaints
Listen! When customers complain there is a reason.
Don’t take it personally.
Customer complaints are about products or service that did not live up to their expectations or the marketing hype.
Taking it personally, getting defensive, or getting angry only makes the situation worse.
Offer a sincere apology for the inconvenience.
Put yourself in your customer's shoes.
Remember what it feels like when something you have purchased did not do the job it was supposed too, or caused an even bigger problem than the one it was supposed to solve.
Never say, “It’s not my job or my department or my responsibility.” If you work at the company that made the product or sold the service - it is your job!
Make a personal commitment to do whatever it takes to fix the problem even if it is not in your job description.
[/i]
90% of companies agree that the consumer experience is important and critical to their 2010 plans. [/i][/i]
80% of those companies want to use customer service/experience as a way to differentiate themselves from their competition[/i][/i]
82% of consumers stopped doing business with a company because of bad service. [/i][/i]
This is up from 59% just four years ago. (Harris Interactive, Customer Experience Impact Report - 2010)[/i][/i]
Even in a down economy, 85% of consumers will pay more to the company that provides them better service. [/i][/i]
Reading the above facts one thing is proved whether said or no, customer service is conspicuous. Excellent service makes price less relevant. This doesn’t mean you lowest price - as long as you deliver service that adds value to the overall experience. Although customer service is up held important by many of the companies, it is not necessary that they are delivering great service. Where 80 % of them want to use their service to differentiate them from others; but one thing they sideline is Promise. The bottom line, it takes more than a promise. Now a day’s customers want customer service, they want customer experience, if you are not able to deliver what is expected you are rejected. Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long. At the end good customer’s service is about getting your customer back. Customer service is normally an integral part of a company’s customer value proposition. Hence when differentiating yourself from other in terms of customer service, in the race of competition never put your quality down or tries to pull the one in front of you. Things that can be done to avoid customer complaints
Listen! When customers complain there is a reason.
Don’t take it personally.
Customer complaints are about products or service that did not live up to their expectations or the marketing hype.
Taking it personally, getting defensive, or getting angry only makes the situation worse.
Offer a sincere apology for the inconvenience.
Put yourself in your customer's shoes.
Remember what it feels like when something you have purchased did not do the job it was supposed too, or caused an even bigger problem than the one it was supposed to solve.
Never say, “It’s not my job or my department or my responsibility.” If you work at the company that made the product or sold the service - it is your job!
Make a personal commitment to do whatever it takes to fix the problem even if it is not in your job description.