The quality of customer service depends on the people who work in the service department, their knowledge, qualification and devotion to their job.
Here are the questions you need to ask yourself:
- Are you 100% sure that your service staff delivers great customer service, or is there a room for improvement?
- Do you pay enough attention to customer service improvement?
- What else can you do to help your service staff now? Next week? Next month?
Why is it important? A number of researches show that every customer experience, good or bad, can impact your future sales and reputation due to the word-of-mouth effect. Here is what the researchers say:
- A dissatisfied customer will tell between 9-15 people about their experience.
- Around 13% of dissatisfied customers tell more than 20 people.
- Negative interactions with a business are spread to twice as many people as positive ones.
- People are twice as likely to talk about bad customer service experiences than they are to talk about good experiences.
- 67% of people spend money after getting recommendations from their friends on online communities like Facebook and Twitter.
- Happy customers who get their issue resolved tell about 4-6 people about their experience.
The competition is very high in all business sectors, and it is the service that makes the difference. If you invest in your customer service department, the staff will make your customers happy. If your customers are happy, they will tell their friends about you, and in its turn it will increase your sales.
Well trained customer service staff is not a matter of a month or even a year. Enrichment and enhanced training should become daily processes. If you go up step by step every day, you are more likely to reach the goal than if you do nothing today, and try to reach the goal in one jump in a year.
Do you already have a daily training program, or do you teach your staff only when they fail? Let’s discuss it in comments below.