What is Good Customer Service?

WHAT IS GOOD CUSTOMER SERVICE? THE 10 COMMANDMENTS FOR GOOD CUSTOMER SERVICE 1 Commit to quality service 6 Don't leave customers in limbo 2 Know your products 1 Always provide what you promise 3 Know your customers 8 Assume that your customers tell the truth 4 Treat people with courtesy and respect 9 Focus on making customers- not on sales 5 Never argue with a customer 10 Make it easy to buy THE STATE OF CUSTOMER SERVICE IN AMERICA How do consumers and the American public feel about these major industry's customer service? Poor IBelow Average |Above Average Exceptional FINANCIAL SERVICES COMMUNICATIONS RETAIL 10% 10% 10% 15% 10% 30% 25% 20% 45% 15% 55% 55% CONSUMER ELECTRONICS INSURANCE TRAVEL 5% 10% 5% 20% 10% 15% 25% 25% 35% 50% 50% 50% GOOD CUSTOMER SERVICE: WHERE CAN IT BE FOUND? Percent of people who rated a company's service poor, fair, good, or excellent in 2010. Poor Fair Good Excellent BOTTOM 10 COMPANIES TO AVOID TOP 10 COMPANIES THAT TREAT YOU RIGHT 42.3% 3.3% AOL O 25.1% 25.5% amazon 8.9% 39.8% 48% 34.6% 2.6% 24.8% 30% Bankof America TRADER JOE'S 13,5% 36.6% 10.7% 147.3% 34% 7% Comcast 29% 29.8% | 12.2% DETFLIK 7.2% | 38.1% | 42.7% 32.7% 8.4% 27% 15.7% Sprint 30.4% 34.1% 9.9% 41.8% 31.3% 3.4% 32.4% 28.1% 9.7% CapitalOne FedEx 47.7% 13.1% | 39.2% 31.2% 2.1% desh 23.5% Publix 16% 42.7% 39.1% 30.8% | 14.5% 31.1% 28.1% 27.8% 4.7% O TIME WARNER CABLE 15.8% SOUTHWEST | 40.6% | 38.9% 13.1% | 4.2% 28.3% 23.1% 12.3% WELLS FARGO 33.5% ups 46.3% 15.2% 37.2% | 28.3% 4.1% cíti 35.9% 16.5% NORDSTROM | 28.5% 43.1% 7.3% | 36.3% | 28.1% | 2.2% 36.4% | 11% HSBC O 29.4% Marriott 50.8% 6.1% 36% CUSTOMER SATISFACTION & U.S. MOBILE CARRIERS 2010 How often do you hear of others bragging about their service providers customer service? In one of the most unsatisfied industries based on customer service here is what people have to say this year. Poor IGood | 49% verizon 6% 35% Sprint | 12% 23% ..T. -Mobile- 15% at&t | 23% | 22% CUSTOMER SERVICE QUOTES TO INSPIRE AND MOTIVATE 66 Although your A man without 66 Alone we can do customers won't love so little. Together we a smiling face must 99 not open a shop. you if you give bad service 99 can do so much your competitors will. Chinese Proverb - Kate Zabriskie - Helen Keller A customer is the 66 Ask your customers Always do more most important visitor to be part of the solution, than is required on our premises. He is and don't view them as part 99 of you. not dependent on us- we ול of the problem. יי are dependent on him. -George S. Patton Alan Weiss, Ph.D - Unknown Sources: www.allbusiness.com, www.connectionsmagazine.com, moneycentral.msn.com, www.changewaveresearch.com, amazingserviceguy.com satisfaction