BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #8 = CUSTOMER SERVICE

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Here is the 8th of my series on “Back to Telephone Basics” to share with your staff.

Why do customers leave:

  • 1%      Die (Sadly)
  • 3%      Move Away
  • 14%    Competition
  • 14%    Product Dissatisfaction
  •  68%   Indifferent Attitude

It is important to know that “Complaints Can Be Profitable” and you hope that your customers will complain and not be indifferent.  95% will not complain and the remainder get MAD or get EVEN.

Customers that get MAD

  • ŸAre 2 times as likely to buy again if they speak up
  • ŸAre 6 times as likely to buy again if their problems are solved
  • ŸAre 9 times as likely to buy again if their problems are solved quickly and professionally

Customers that get EVEN

  • ŸAre UNHAPPY and will tell 10 to 12 others about it

Today if your customers use Social Media to complain they can reach over 150,000 with a few clicks!

Customer Service (CS) is what you do for your customers at a specific time to help with an issue

  • ŸPoor CS almost guarantees that the next time your customer has a need, they’ll look elsewhere

Customer Experience (CX) is how your customers feel (the warm and fuzzy) about your Services and Products

  • ŸReally helping customers and delivering a positive experience will create customer loyalty
  • ŸIt costs 7 times more to attract a new customer than to retain an existing customer

This week’s question for your employees – Did our customers complain this week and if so, about what?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

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