Every now and then we all need a reality check. This month I would suggest a customer service reality check in the form of a call to your own office and a visit to your own website. When you do this, here are a few things you should look and listen for:
An A Customer Service Study by Dimensional Research pinpointed what makes customers of mid-sized companies happy and what leaves them in dismay
The Impact of Customer Service on Customer Lifetime Value
A survey by Dimensional Research of mid-sized company customers showed a strong and direct correlation between customer service levels and future spending (83%), especially in B2B transactions. Here are some specific highlights of the study regarding the impact of good and bad service encounters:
According to a study by Dimensional Research on The Impact of Customer Service on Customer Lifetime Value, it turns out that elephants aren't the only ones who never forget! Customers are right there with them, especially if it has to do with a BAD experience!
After defining good and bad customer service experiences (referenced in previous posts in this blog series), customers were asked to define the length of time following the experience that their buying habits were altered.
In preparation for a presentation to a client recently, I was asked to stress proactive vs. reactive customer service. They complimented their account reps on being very good at reactive but saw the need to go to the next level and be more proactive.
What are some steps for an organization wanting to be proactive?
In a customer service study by Dimensional Research, survey participants were asked if they had seen online reviews of customer service. About two-thirds of participants reported that they did recall reading these online reviews. Review sites were the most common place to read a negative review of customer service where Facebook was the most common place to read a positive review of customer service.
Customer conflict is often generated by one of three things:
Staff needs to be trained on how to react and respond to these specific conflict areas as each demands a different strategy.
My home state of Louisiana has suffered a tremendous blow from the flooding of August 2016. While this has not been reported on as much as we would like, it is now finally a generally known fact across the country. So it was a nice touch today when a vendor called me today and instead of immediately delving into her sales pitch, took the time to note that she knew I was in Louisiana and hoped that all was OK and asked if I had been personally impacted.
The experts at Software Advice, an online resource for customer service software buyers, recently compiled a summary of customer service certifications that can be obtained by service professionals. As is true with any profession in a highly competitive job market, certifications can give a job seeker an advantage over their competitors. More importantly, the skills the individual learns by completing the education requirements of the various organizations will help customer service professionals excel in their position and make them more valuable to the organization... and who wouldn't want that?! The certifications range from several hundred dollars to thousands of dollars and vary by the position and skills enhanced by the training/certification. Many companies pay for learning opportunities so it can be a no cost way for a service professional to enhance his or her professional status. For an employer, it is a path to better customer service through a more highly skilled customer service team!