by Virgil Woolridge, University of Missouri Outreach and Extension Summary: A brief overview of the do's and don'ts of superior customer satisfaction
Customer Service Facts: -
Dissatisfied customers tell an average of 10 other people about their bad experiences. -
Satisfied customers will tell, on the average, 5 other people. -
It costs approximately five times more to attract a new customer than to keep an existing one. -
Up to 90% of dissatisfied customers will not buy from you again, and won't tell you why. -
96% of dissatisfied customers do not complain of poor service. Why Customers Stop Buying From You: -
95% of dissatisfied customers will become loyal customers if their complaints are handled well and quickly. -
The first 30 seconds of a phone call or meeting sets the tone for the remainder of the contact. -
The last 30 seconds are critical for establishing lasting rapport. Service is often one of the few variables that can distinguish a business from its competitors. What Infuriates Customers: -
Rudeness. -
Missing deadlines. -
Promises not kept. -
Faulty products. -
Difficulty with exchanges. -
Pushy sales people. -
Unqualified or untrained staff. -
Clichs. -
Being put on hold. -
Customer service lines being busy. Why Customers Don't Complain: -
Don't think it will do any good. -
Not worth the trouble or personal stress. -
Don't know where or to whom to complain. What factors determine your customer's expectations? Superior Customer Satisfaction! How to Deliver Superior Customer Service: -
Acknowledge people as soon as possible. -
Introduce yourself. -
Offer your help--and smile! -
Use the customer's name. -
Listen to the customer and look them in eye. If you have a customer with a problem: Handling Irritated Customers: -
Let the customer vent. -
Listen attentively. -
Be genuine in your concern. -
Ask questions to clarify the complaint. -
Propose alternatives. -
Make sure the solution satisfies the customer. -
Apologize for the inconvenience. -
Act quickly. Telephone Skills: -
Greet the caller pleasantly and promptly. -
Identify yourself and your department. -
Always ask permission before placing someone on hold. -
Use the caller's name. Remember: -
Every call is important. -
Be tactful. -
Take time to be helpful. -
Say "please," "thank you" and "you're welcome." -
Return calls promptly. -
When leaving messages, always leave your name and telephone number, including your extension. -
Do not leave a caller on hold for more than 60 seconds without coming back on the line. -
Always ask, "Is there anything else I can do for you" before saying good-bye. |
