Why is Customer Service Important?
Why is customer service important?
Well two words..... Repeat Business
Because in our call centre research we asked why customers had stopped dealing with organisations.
OUR SURVEY SAID…………
70% of people who took part had stopped dealing with an organisation in the last year.
Out of those, an amazing 54% of people stopped dealing with a company because they had not been able to handle a complaint or a problem satisfactorily.
Even in a year when people are constantly reminded of the cost of living, the credit crunch and recession, the reasons that people were leaving organisations didn’t come down to price they came down to service.
26% did move because of price, but tellingly, 12% of those people wouldn’t have looked for a cheaper price if they had been happy with the service provided.
So, if anyone is in doubt, customer service matters, and handling customers when there is a problem or a complaint is both a key skill and an essential practice.
Customers don’t call companies ( very often ) to thank them for the fact that their mobile got a signal, that they could send emails, that they pressed a switch and they got electricity. As consumers we phone with orders, queries and when things go wrong.
why is customer service important?
When customers are unhappy with your products or service, the person they speak to can make the difference between a happy customer, and an ex-customer. Unhappy customers can soon become angry if they are not dealt with effectively, especially on the telephone.
Good complaint handling is essential otherwise you’ll have to deal with an angry customer. Both are a key customer service skill. We’ve been very concerned that some of what is taught around complaint handling actually provokes an angry response, so you can download our how to guide by completing the form below. The paper will be emailed to you.
Resource centre
Lots of facts and figures regarding customer service in this infographic
How to retain customers
Customer retention
The benefits of good call handling
First impressions on the phone
Good call handling and customer retention
Telephone account management
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Customer service training courses
Complaint handling skills training
Dealing with angry customers training course
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