The State of Your Customer Service: Don't Make Rookie Mistakes

THE STATE OF YOUR CUSTOMER SERVICE: DON'T MAKE ROOKIE MISTAKES In business, the customer isn't always right.. but the customer is always the customer. The good news: 80% agree small, independently or locally owned businesses "provide a more personal customer service experience" 76% feel small businesses "understand their customers better" than large companies 72% feel small businesses "know their business/product better" The better your interactions with your customers, the more successful your company will be. First step is to see how customer service affects consumer spending. Don't talk more than Don't be rude or you listen. unresponsive. Be understanding and committed to finding a solution, or you'll lose the trust and business of your customers. Customers all want to feel heard, understood and included. 49% of consumers tell someone about their good customer service experiences. ISSUES 56% of consumers talk to people about bad service The customer service issues that experiences. consumers said were most likely to make them switch brands or companies: 33% said rude or unresponsive customer 75% service representative of consumers have spent more with a company 24% said being because of positive customer service shuffled from rep to rep with experiences. no resolution of their issue 10% said waiting too On average long for an inquiry to be they are willing to spend resolved and having to continue to follow up on their issue $ = 13% 6% more. said being pressured into buying something In the past year, 55% . of consumers decided not to conduct a business transaction or make a purchase based on a poor service experience. Don't try to "win" every customer interaction, at any cost. Enter each conversation looking for ways to help the customers "win," since their happiness determines your success. 35% of consumers have lost their temper with a customer service professional in the past year. Of those who lost their temper: 71% insisted on speaking with a supervisor 40%a competitor threatened to switch to 36% hung up the phone talked about their 26% experience via social media Don't forget about your customers' preferences. Keep records for each client to prove you are going the extra mile. 7% of consumers said that the customer service experiences they have with companies usually "exceed their expectations" (compared to 6% in 2011). 43% of consumers continue to see companies as helpful, | but not doing anything extra to keep said that 31% companies their business. | usually "miss their expectations" for customer service (compared to 29% in | 2011). Text adapted from 6 Rookie Mistakes That Kill Your Customer Service Design by Little-Badger.com Source: 2012 Global Customer Service Barometer, findings in the United States by echo for American Express. Consumers 18+ 1,000 interviews. OPEN Forum lelererd ( || lalelllll Feb. Mar. Apr. May əunr July Aug. Sept. Oct. Nov. Dec.