By Mckenna Gustafson, blog writer at TOP CFOS
According to a recent study, 62 percent of global consumers have stopped doing business with a brand or organization due to poor customer service experience. It’s simple: if your customer service is poor, 62 percent of your customers could be considering leaving your brand or organization.
In this kind of a market environment, it is not enough to simply offer customers a great service or product. Companies have to provide exceptional customer service in order to keep them coming back for more.
Here’s what not to do.
- No apologies. Sometimes fessing up and taking the blame takes a bit of thick skin. Customers just want to be validated, to know that you have heard their concern or issue and that you care. A simple apology can go a long way.
- Long waits. Let’s be honest here, no one likes to listen to hold music or the soothing voice that is advertising a product or service while they wait and begin to wonder if they are ever going to talk to a real person. According to one study, businesses who keep customers waiting more than five minutes lost 90 percent of their calls.
- Not taking no for an answer. When customers say no, listen to them. They are not interested in upgrading their service nor do they want to leave their feedback. Pushing pushing pushing is only going to be met with more resistance and frustration. Remember who you are trying to please- the customer.
- Passive listening. Being in a rush to talk or not listening at all to customers’ concerns is going to come through as uninterested at best or callous at worse, even on the phone. Remember that you are listening to a real person with real feelings. Try to practice active listening so customers feel like they are really being heard.
- No follow-up. Sending an email or a feedback survey lets the customer know you care. It also provides you with valuable feedback so you can continue to improve your service and find out if the customer needs more help.
- Not following the golden rule of customer service. Treat your employees the way you want them to treat your customers and they will.
When it comes to customer service, little things go a long way.
One rule to live by is that people won’t always remember what you said or what you did, but they will remember how you made them feel. Leave an impression that will keep your consumers feeling delighted and coming back for more.
At TOP CFOS we offer the best in CFO services and know that great customer service goes a long way. We’d love to talk to you about it over lunch- it’s on us!
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Also check out our podcast this past week from Ben Cheng about social network marketing here.