Customer service!We've all heard the statement put out there by so many companies as if it were a holy fact. Almost as if they were touting it as one of their commandments, never to be broken or messed with. But in reality, more times than not, it's like walking down a street. You see the same people day after day and maybe after a while the few that make eye contact, you nod and lip out a "hello" as you walk past. Sure its a nice gesture but it doesn't mean much. You don't know them and they don't know you. It becomes a habit.
So goes customer service for so many companies. They spend ungodly amounts of money marketing their products or services to get you to them and then when you need something, it's the silent treatment. There's no one there or you spend so much time on hold you know the song by heart before you give up, frustrated, mad and hang up the phone.
I really don't get this and maybe some person or company could explain it to me?
We live in an instant communication age- phones, email, tablets, wireless services, social media and as a business, you should be using and monitoring them all.
Here's something to ponder:
Here's the thing. Mistakes are opportunities -- golden ones. Here's why. Studies show that a satisfied customer will tell 2-3 people about his experience with your company. A dissatisfied consumer will share their lament with 8-10 people and some will push that number to twenty.
But here's the opportunity. An unhappy customer will become a loyal consumer if you fix his complaint and do it quickly. Eighty percent (80%) of these folks will come back to you if you've treated them fairly. That percentage rises to the upper 90s if you respond immediately. Every day you have the chance to transform your mistakes into returning customers -- the kind who will tell other people good things about you. Imagine that.