In the May 2010 Survey from the Temkin Group they did ask this question:
‘How often do you delight customers when they get customer service in these channels?’
The result is quite shocking:
- In person 43%
- By phone 37%
- Online 17%
Well as our famous Dutch footballer Johan Cruyff says ‘every disadvantage has also an advantage’, so there is plenty of room for improvement here.
However, this is not a ‘nice to have’, it is a must. Why? In general it takes much more effort to attract a new customer than to retain an existing customer. But if you treat him or her badly they will leave and on the way out they will also inform all their friends about their negative experience.
That is why there is an urgent need to improve the performance of customer service. This should cover not only the department with that name, but basically everyone who interacts with the customer.
Customer service is a crucial factor in creating and maintaining a great customer experience.
GROW YOUR PEOPLE, GROW YOUR BUSINESS!