Adjust or die – there’s no other option for businesses.
It’s also time for good customer service to catch up and fight for customers, not fight against them. Kristina Evey, president of Centric Strategies – a customer service management company, says people no longer buy products or services – they buy relationships: “The No.
Why support agents don’t care about customer’s needs, even though 3 out of 5 customers take their business to the competitors after poor customer service experience? Only several decades ago, business owners were in a much more comfortable situation – they always had the attention of the customers.
They were the center of the market and there was always a demand for their product.
Returning customers love it and they will keep coming to get more of that and to buy something too.
The key and the ultimate goal is to get to know them as people, not as buyers.
There are things about customer service that most of the businesses already know: support agents should be helpful, polite, show appreciation, respect and value the customers.
To help you with the task of creating a full-blown customer service department, we’ve prepared a guide on the most important aspects of customer support.
This ebook, will teach you how to approach phone, live chat, help desk and social customer service.
Moreover, about 13% of those unhappy customers will tell more than 20 (!
) people about their problem (unfortunately people tend to talk more about their bad experiences). The stats mentioned above clearly show how customer happiness brings an additional value to a company and how bad experience turns out to be an additional, unnecessary cost. They like the company, its products and enjoy the way it is doing business.