Do you know that beside attractive offer and good services, very important is also customer feedback? Find out how you can manage complaints from our presentation. Please also visit our website http://www.ideoagency.com/
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Complaints
1. Managing complaints in the process of building customer satisfaction.
Kongres Profesjonalistów IT, Dariusz Pitera, Rzeszów 27.10.2016
Interactive solutions
2. “All the studies known and reports of experienced salesmen point out the fact that an
unsatisfied client discourages more potential clients than the one satisfied brings.”
Władysław W. Gaworecki
1. Tourism. Warsaw: PWE 1997, p. 348
5. Why customer maintenance is so important ?
3. https://www.helpscout.net/75-customer-service-facts-quotes-statistics
Opportunity to sell the product
New customers Current customers
6. The share of Customer Service departments in customer retention
4. https://www.linkedin.com/pulse/what-cost-customer-acquisition-vs-retention-ian-kingwill
5. http://www.polskieradio.pl/111/1896/Artykul/903777,Gigantyczne-koszty-pozyskania-nowego-klienta
Acquiring a new client costs the business 4
to 10 times more as keeping the current one
63 percent of customers indicate that
customer service department is the most
important determinant in choosing products
and services
Why do most entrepreneurs lose
50% of customers in 5 years?
dissatisfaction with service or waiting time
lack of satisfaction with the product or customer service
transition to the competition
change of mind or relocation
91% of customers lose trust in the brand
7. Why do customers leave?
7. https://www.helpscout.net/75-customer-service-facts-quotes-statistics6. http://www.insightsquared.com/2015/04/100-customer-service-statistics-you-need-to-know
customers who share
bad experiences with
others
customers who abandoned
the purchase process due
to poor customer service
1 out of 5 customers make
complaints - others just leave
Users give the brand only 1 week to answer
questions before they stop cooperating with
them
It requires 12 positive experiences to
reward client’s bad one.
8. How quickly do customers expect replies to complaints?
8. http://www.iabuk.net/sites/default/files/research-docs/IAB-and-Lightspeed-Research-UK_Social-Media.pdf
The seller must respond to the customer’s complaint in 14 days.
Within 10 minutes Within 1 hour Within 1 day Within 3 days Within a week Within 28 days
10. Precise response to the problem - the key to customer satisfaction
10. http://www.oracle.com/us/products/applications/cust-exp-impact-report-epss-1560493.pdf
Users with poor customer
experience who leave a negative
comment on social media
Comments that remain
unanswered
Respondents satisfied with customer service
Respondents that left a positive comment
12. How to react to unexpected situations ?
Dedicated
contact
Has your order from October 17th
not been completed?
13. Business losses associated with poor customer service
13. http://www.hillway.pl/ekonomiczne-konsekwencje-zlej-obslugi-klienta-by-genesys
14. http://superbiz.se.pl/wiadomosci-biz/polski-handel-elektroniczny-warty-jest-34-miliardy-
Companies in the world lose 338 billion USD in bad customer service.
The cost of bad customer service in Poland is 38 Billion PLN per year which is almost
the worth of Polish e-commerce (34 billion PLN)
Over 73% of consumers in Poland have decided not to continue the relationship with
the brand due to low quality of service.
11. https://www.desk.com/success-center/bad-customer-service
12. http://nf.pl/manager/obsluga-klienta-jeszcze-koszt-czy-juz-inwestycja,,53166,68
14. What makes customers want to work with a brand again ?
15. http://www.adweek.com/socialtimes/cost-bad-customer-service/497854
• 73% - friendly customer service department
• 55% - user’s ability to find the answer to the problem
• 36% - personalized approach to the customer
• 33% - brand reputation
18. What do customers need from Helpdesk systems ?
18. 2016 Best Customer Service – Webby Award Winner
Multi channel:
E-mail
Phone
Live chat
Video chat
Facebook
Twitter
Mobile APPS
Widget on the website
20. Are communication tools with the client enough?
19. https://pl.pinterest.com/pin/188729040613147099
20. www.salesforce.com/blog/2013/08/customer-service-stats.html
42% of customer service staff are incapable of solving customer problems because of
inadequate internal systems, archaic IT solutions, lack of access to basic information
and too many applications to handle.
80% of companies think they have a very good customer service department.
Only 8% of customers think that companies are good at customer service.
Statistics:
25. Customer service - is it worth it?
21. www.groovehq.com/support/customer-service-statistics
22. winthecustomer.com/86-percent-of-u-s-adults-will-pay-more-for-a-better-customer-experience
52% of users make more transactions with a given company after a positive experience
with the customer service department
86% of users are willing to pay up to 25% more for better customer service
On average, 1 satisfied customer will tell 9 other people about the company
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E-tools tailored to your business
Ideo Sp. z o.o.
Headquarters
ul. Nad Przyrwą 13
35-234 Rzeszów
Branch in Warsaw
ul. Bukowińska 8/511
02-703 Warszawa
www.ideoagency.com
zapytanie@ideo.pl
Editor's Notes
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