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Customer service is an important part of the company, which can make or break it. Poor service or little attention to the public's real needs can make even loyal customers feel unmotivated to stay with the company, directly affecting revenue. On the other hand, a positive experience is capable of transforming dissatisfied customers into fervent defenders of your business. How important is exceptional customer service? A satisfied consumer is doubly valuable . This happens because, in addition to continuing to do business with your company, they are more likely to recommend your brand to other people. In other words, extremely satisfied consumers can be the most successful and cost-effective type of promotion. More precisely, 72% of consumers will tell six or more other people about their great experience. According to Esteban Kolsky, Chief Customer Experience Evangelist at SAP, during the Callidus Customer Conference, if they are unhappy, 13% of them share their experience with 15 or more people. The issue is that only one in every 26 dissatisfied consumers makes a complaint to the company itself.
Kolsky says the vast majority of them simply move on. According to PwC's Future of CX survey, one in three customers will abandon a favorite brand after just one unpleasant encounter and 92% will abandon a company after two or three bad interactions. The bottom line is simple, exceptional customer service is the key to keeping consumers happy. How to provide exceptional customer service? If your company has not yet reached Industry Email List the point of providing a memorable service to your customers, we have brought here some tips that will transform your customer service into an exceptional experience. Check it out now: 1. Focus on effective communication Your hidden weapon to improve your company's relationship with consumers should be effective communication. Each and every connection your employees have with your customers, including every experience, discussion and engagement, touchpoint of the customer journey, contributes to the overall impression of the company.
Therefore, it is important to make sure that everyone is kind and respectful to all customers, but that they focus on establishing clear, objective and effective communication. 2. Strive for quick problem resolution Contacting customer support to resolve an issue can be a very stressful and unpleasant experience for customers. A good strategy to improve your customer service is to do everything you can to ensure that all calls are resolved quickly. Train your teams so that they are able to quickly identify the issue and have the autonomy to resolve the problem faced by the customer once and for all. 3. Assess and reward correct behaviors Metrics and benchmarks have a huge impact on the quality of customer service. When a company's service standards are not at satisfactory levels, it is vital to examine how your team is evaluated, rewarded and measured. Therefore, review all metrics and evaluations and make sure that everything is progressing in the most assertive and optimized way possible.
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