What do consumers want?
- Timely response to inquiries 45%
- Informative content 22%
- Communication with a real person 17%
- Product displayed clearly and prominently 14%
- Product displayed clearly and prominently 14%
- 24-hour availability 14%
According to (Roberts 227)
How do you turn a frustrated customer into a loyal one? EXCELLENT CUSTOMER SERVICE. The lack of satisfaction is costing companies. If you train your employees to handle frustrated customers you will gain loyal customers in the end. You will create more goodwill than if things had gone smoothly in the first place.
Companies who train employees to listen to customers and change attitudes so complaints are viewed as opportunities for positive change, not as reasons to be defensive.
The long term goal is customer retention, not short term cost savings. The eventual outcome was a four-step process:
The long term goal is customer retention, not short term cost savings. The eventual outcome was a four-step process:
1. Apologize and take ownership of the problem.
2. Respond quickly
3. Assure the customer that the problem is being resolved
4. Do it by telephone. Personal contacts were deemed important in retaining the customer.
Excellent customer service ice needs to be delivered by the entire organization not just a single department. (Roberts 235)
I agree the long term goal is customer retnetion, not short term cost savings. I like how you incorporated the four-step process.
ReplyDeleteIn theory training your employees to handle any type of customer is good, but in reality it can be very difficult to be screamed at for something you did not do. Customer service is a tough field to be in because you always take the brunt of a customer's anger. To maintain your composure day in and day out isn't as easy as you would think.
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