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Customer FocusedCustomer Service TrainingPoor Customer Service
Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poorcustomerservice. Customers want and expect more than ever before – because that’s what we have we taught them. That failure results in 67% of customers becoming what they call “serial switchers.”
In the past, customerservice centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.
Rather than deliver a poorcustomerservice experience, they felt it was better to shut down part of the restaurant. Customers will overlook certain issues when there’s transparency, a flow of information, and the effort to create an excellent customerservice experience. . It was the perfect explanation.
If we look at the first definition of fight, which uses the words battle and physical combat , I can see a company stating, “Let’s fight against poorcustomerservice.” Bad service has no place in any company. Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author.
The customerservice you provide would be… Amazing! Poorcustomerservice can impact more than just those who experience it by Kristen Dalli. Consumer Affairs) Most consumers can relate to either seeing or experiencing poorcustomerservice, whether it’s at a restaurant, hotel, or the grocery store.
That goes a long way toward creating a great customer experience. On the flip side, what influences poorcustomerservice? Rudeness and apathy, not being treated like a valued customer, lack of knowledge and expertise, slow response times and having to repeat information were the top pain points for customers.
Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customerservice. . It’s not like companies purposely provide poorcustomerservice. So, let’s consider what could be behind this.
I enjoyed the author’s sarcastic approach to what companies do to fail their customers. (I I especially like the first one, which is to treat new customers better than your loyal customers.). PoorCustomerService Costs UK Businesses £37 Billion by Stephanie Liais. That’s almost $50 billion USD.)
Negative Employee Experiences Can Translate Into PoorCustomerService, Report Says by Emilie Shumway. (HR times more likely to say they do not provide excellent customerservice and twice as likely to say they do not deliver quality outcomes. Here are my top five picks from last week. Follow on Twitter: @Hyken.
This comes as no surprise, especially if we take into account the rise in today’s customer-centric culture. My Comment: If you want to ruin your customer’s experience, here are five ways to do it. Shep Hyken is a customerservice expert, professional speaker and New York Times bestselling business author.
My Comment: Just as it takes more than just good customerservice to keep a customer coming back, a bad customer experience may not cause you to lose customers, either. Counter-intuitive as that may seem, the author is making the case that companies who deliver poorcustomerservice are “most profitable.”
New York Post) Having to stay on hold for too long, being transferred multiple times and dealing with grumpy employees are just some of the poorcustomerservice experiences Americans deal with, according to new research. Here are some strong facts surrounding the good and bad of customerservice.
Here are five good reminders of how to get your customers to return. I’m partial to number four… Provide Exceptional CustomerService. PoorCustomerService Is Strangling Business Growth by Iqra Ansari. My Comment: I’ve said this many times before, “Customerservice doesn’t cost.
But even when an issue can’t be resolved, the best reps leave their customers feeling heard, appreciated and more loyal to the company as a result. CustomerServiceTraining and the Value of Process. It takes more than product knowledge and a script to help someone be customer-focused.
What are CX leaders now focused on? Three main areas that include investing and/or using the right technology, having competent people, and building out the customer-focused culture. Level-up Your CustomerService With These 4 Dynamite Strategies by Tom Sagi.
Here’s Why Airlines DON’T Care About CustomerService by Kindra Cooper. CCW Digital) Airlines seem to be above reproach when it comes to poorcustomerservice, and the average air traveler knows it. For information on The Customer Focus customerservicetraining programs go to www.TheCustomerFocus.com.
I believe there are five things to consider to understand why your company is still delivering average or poorcustomerservice which is impeding your growth. You Aren’t Hiring Customer-Centric People. To truly be customer-focused, every single person in your company must be devoted to delivering an amazing experience.
This interview shares some of Mikhail’s most recent observations about how chatbots, AI and digital technology is changing the world of customerservice. How to train your agents to avoid these 5 customerservice fails by Rhiân Davies. Repeat customers spend more and can eventually become loyal customers.
My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customerservice. The government admits to delivering poorcustomerservice. Now, that’s an interesting concept! For information contact or www.hyken.com.
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