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Customer Service Is Your Business’ Main Line Of Defense

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Behind every successful business there are happy customers who keep coming back. But ask any business leader and they will tell you it’s easier said than done. Consumers look for more than just top notch quality goods or services, they value customer service experience just as highly.

The Customer Service Bottom Line

Every modern business is familiar with the challenge of brand loyalty and many do what they can to maintain a steady customer pool. When asked, 44% of customers express they have no plans whatsoever to change any of their suppliers in the next twelve months, and yet 82% of customers change at least one supplier every five years. Industries with some of the most customer turnover work extra hard to keep their clients happy, especially when there are so many other options for customers to choose from:

  • Banks 32%
  • Mobile phone companies 31%
  • Property insurance 27%
  • Broadband supplier 22%

While there is a multitude of reasons that a customer would switch suppliers, there are a handful of reasons cited that could be avoided. Over 80% of customers say that they would switch suppliers after a bad call center experience, this is a sentiment that should catch the attention of smart business leaders. In fact, of the ten top reasons that consumers switch suppliers, five of those reasons directly correspond with poor customer service:

  • Unfair treatment 28%
  • No timely response to reported problems 25%
  • Failure to solve problems in first contact 24%
  • Call center staff is inexperienced or not knowledgeable 20%
  • Call center staff failed to follow up as promised 14%

Hearing Your Consumers

For 45% of customers, phone is the most preferred channel of contact, but 42% of customers have reached out to their suppliers through means other than phone. The rise on online chat and social media correspondence helps put suppliers closer to their customers and facilitates communication. For 57% of consumers who have interacted with businesses in this fashion, they report feeling happy with the results. For call center interactions, customers look for quality experiences via:

  • Call center staff knowing the service history 62%
  • Policies of proactive in informing consumers about problems and what is being done to resolve them 59%
  • Keeping call centers in a consumer’s home country 53%
  • Even polite and caring staff stands out as important to 43%

Whichever way your customers choose to reach you, they expect high quality service beginning to end. After hanging up from a call with a supplier, consumers report feeling:

  • Satisfied 42%
  • Frustrated 30%
  • Annoyed 24%

Of customers that call their suppliers, 38% express they just want someone to listen to them – yet only 23% end up feeling heard. Consumers don’t want to have to switch suppliers, so don’t give them a reason to.

Over 90% of customers say they would stay loyal to a supplier after a good customer service call – even just one positive impression can be invaluable to preventing customer churn. Are you offering your customers the best service? This infographic details the unique impacts of quality customer service practices and how it helps keep smart businesses one step ahead of their competitors.

Brian Wallace is the Founder and President of NowSourcing, an industry leading infographic design agency with offices in Louisville, Kentucky and Cincinnati, Ohio.

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