Customer Service – Where has it gone
Customer service: “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. If you have been here before you know that during the day I am a Corporate Trainer. I train associates in the fine art of sales, customer service, Management and Leadership. Many of our programs are customer service related. Each time I teach this class I ask the associates for a customer service story. It never ceases to amaze me how almost everyone in the class will come up with a bad customer service experience. Now I know all of us have had both good and bad customer service experiences, the big difference is that we remember the bad ones and we have no problem telling others about them. In business this in very important to remember. One of the things that my Mentor, Alex Jeffreys, has told us all many times is that Customer Service is everything. We should always under promise and over deliver. I completely agree with this sentiment
Let’s look at some Customer Service Statistics:
- A recent study by Purdue University Center for Customer-Driven Quality found that 92% of U.S. consumers form their image of a company based on their experience with the contact center.
- If they have a negative experience with the center, 63% would stop using the product. This rises to 100% when you consider the 18-25 year old demographic group.
96% of dissatisfied customers do not complain directly.
* 90% will not return.
* One unhappy customer will tell nine others.
* 13% will tell at least 20 other people”
* 9 to 10 People hear of the problem
* 10% Tell 20 to 30 people about poor service
* 54% to 70% Return if complaints are resolved
* 95% If problem is resolved quickly”
You can see from these numbers Customer Service is very important to all companies.
As you move forward please remember – “All things being equal people do business with people they like and trust”. In this world of 1′s and 0′s are job is even more difficult.
Human communication is:
* 55% is determined by body language—postures, gestures, and eye contact,
* 38% by the tone of voice, and
* 7% by the content or the words used in the communication process.
This should explain why it is so important to take care of our customers, treat them correctly, become friends with them. Treat your customers and friends the way you would like to be treated. Always Over Deliver in everything you do.
It is up to each one of us to:
Number 1: Give the best Customer Service we can to others
Number 2: Do not accept bad Customer Service – We can not improve things if we just keep quiet and take it. Get involved teach those up and coming behind us that Customer Service is good all the way around. We can make Win-Win work in almost all instances.
Please check out my resource page for resources that will help you get where you are going. Some are Free, Some are memberships, I have checked them out and I used everything I have on this site and I have found the information very valuable. My goal is to always over Deliver.. If I am not please leave me a comment and tell me how I can improve.
Have a great day
when running a business, the first thing you should do is always establish a good customer service~,~
customer service should be put first with any kind of business’–
some stores have really bad customer service while others have topnotch custmer service ,`;
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