Happy CustomersHow do you know you have a satisfied customer? Re-orders? No complaints?
Perhaps, but not necessarily.
Just because a customer places another order, doesn’t complain or doesn’t get irate on the phone, doesn’t mean that customer will stick around for the long haul. In his book, “When Customers Talk” T. Scott Gross points out that what sends them packing is most likely service slipups. He cites a study by the consumer intelligence firm BIGResearch, indicating that 17 percent of customers will walk away after the first service blunder. Another 40 percent after the second, and 28 percent more will tolerate no more than three unsatisfactory service experiences. What that means, he explains, is that for 85 percent of your customers, it’s three strikes and you’re out! And you may not suspect a thing!
So, how do you deliver a top-notch service experience for your customers? Ask yourself the same question and your list will probably look something like this:
- Treat me like a person, not an issue. Allow me to be heard. Listen carefully to what I’m asking. Take the time to understand what I really need.
- Work with me to solve MY problem. You may have a script, but one size does not fit all!
- Give me someone who is well trained and knowledgeable. If YOU can’t help me, quickly and graciously give me someone who can.
- Give me a real live person! Computers aren’t empathetic and they’re not good problem solvers. They’re not even smart; they’re trainable at best and, for the most part, irritating.
- Give me even more than I ask for. Surprise me with excellent service!
Just like you, customers want to be regarded, not as a problem, but as a Very Important Person. They want to be treated with courtesy and respect. They want to feel heard, and they want to be the focus of your attention during the call. They want to know that you have their best interest at heart.
You don’t HAVE satisfied customers. You CREATE satisfied customers.
Your best customers, and the ones most likely to recommend your services, are those who actually interact with your business and get great service. Customers today demand world-class service, and they’ll reward companies that provide it by remaining loyal. Your customer service representatives are the face and voice of your company, so provide them the tools they need to create happy, loyal customers!
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