Fewer than half of unhappy customers will bring a complaint to your attention. Those who never say anything will tell an average of 11 or more people about their bad experience. It is important that we recognize complaints as opportunities!
Most organizations in the world believe they deliver awesome service. To reinforce this, firms spend most of their money on surveys. With every transaction they want a survey. The NPS score is critical for so many firms. They tend to be everywhere and customers are bombarded with e-mail or online survey offers from companies who want to know their opinons about their products, services, etc. The problem is most customers think customer service is lousy. Most people would have trouble identifying 5 firms that deliver exceptional service.
The most difficult skill to get almost any employees to use is Empowerment. Trying to get an employee to make a fast, empowered, decision in favor of a customer takes two miracles at one time. Regardless of how committed the CEO is, it is almost impossible to get your employees to spend even $5 without asking their supervisor or manager for permission.
What level of purgatory is your customer service in? Escape the heat with these tips...
Dear John! I have heard a lot of you as a guru. Your business books are my favorite! Your lecture was brilliant and very useful! Your recommendation will help us to keep leading positions of our company! Thank you very much!! Hope to see you again!
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