Customer Service In TODAY’s Business Environment What is Customer Service? In today’s business environment a great company is defined by the products and service that it gives to the average customer. A company that provides the best support, to their customers, compared to it’s competition (Kirk).
When? When is a good time for a company to provide Great customer service to it’s customers? Before During And After EACH and EVERY sell or encounter! Just because a “customer” doesn’t buy something doesn’t mean he/she isn’t a customer! Treat everyone that walks into your business, as a potential customers – whether it be now or later.
Introducing the G R E A T way to have a SUPERIOR customer service team… Greet all customers & make them feel comfortableRespect cultural & other personal differencesEvaluate how your customers want to be served.
Introducing the G R E A T cont…. Adjust your approach to match your customer's needsThank your customers for their business (qmr).
Commonly Quoted Customer Service Statistics A business hears from only about 4% of its dissatisfied customers — 96% goes away … and 91% will never come back. Most customers just go away because they believe their complaints will not do any good, not worth the trouble or personal stress, or don't know where or to whom to complain. Out of the customers who complain 56%-70% will do business with your company again if their problems are heard and resolved. If the customer feels your company acted quickly and to their satisfaction, 96% will do business with you again, and they will probably refer other people to you
Commonly Quoted cont… One dissatisfied customer will tell 9-15 people. Approximately 13% of dissatisfied customers will tell more than 20 people about their problem. It costs five to six times as much to get a new (first time) customer then it does to keep a current one. It takes 12 positive service incidents to make up for one negative incident Long term customers are usually more profitable. A 5% increase in customers retention can boost profit by 25% to 125% (WaiterBell)
Knowing your Customers Put yourself in theirs shoes Understand their perspective their perception is your reality. Know their needs and expectations Don’t just meet their expectations! Exceed their EXPECTATIONS!!
Knowing your Customers To know your customers you have to know the 6 c’s of customer service Competition Communication Competence Care Complaints Checks and Balances
Competition Know who else is out there after your customer's business. Know their strengths and weaknesses. Know how you measure up against them and where you outshine them.
Communication Effective communication strong greetings and handshakes good eye contact, asking questions listening actively. 2/3rds of all dissatisfied customers are unhappy because of poor communication. Never assume your customer understands. A confused customer is not a customer for long.
Competence Demonstrate that you're competent. Show that you've got what it takes. Customers put their trust in people they believe can do the job. Take ownership when a problem occurs, even if it's not your fault. It's not important that you didn't cause the problem. What's important is how you'll solve it.
Care Customers don't care how much you know until you show how much you care. Be friendly Be courteous, Go out of your way! explaining what you're doing, taking pride in your work
Complaints DO NOT only accept complaints, WELCOME them. It’s a good to find out what you could be doing better. Make it easy for customers to complain. Online complain forms Complaint cards in common areas Publicized phone number for complaints
Bibliography Kirk, Katie. CMS: Customer Service in Today’s Business Environment. Retrieved on 2009NOV28. Retrieved from: http://www.customerservicemanager.com/customer-service-in-todays-business-environment.htm Quality Media resources. http://www.qmr.com/products/customer_service/ Siegel, Donna . Sales skills, knowledge and tools for sales Professionals. Retrieved on 2009DEC1. Retrieved from: http://www.salesmba.com/articles1/csgn08.htm. WaiterBellBlog: In the Restaurant Customer Service Business. Research: Commonly quoted customer service statistics. 2006APR06. Retrieved from: http://waiterbell.wordpress.com/2006/04/06/research-commonly-quoted-customer-service-statistics/