Customer Relationship: The Quality Of Customer Service Essential
When the customer relationship, and ultimately in the customer loyalty is the quality of customer service essential
. In particular, the communication is the tip the scales! That does not work it, for example, because one is in the queue arrived at the Super Service, it can be to your customer is simply gone. According to a recent study, this risk applies to more than one third of your business. Are call centers a real alternative, or must be given to the accessibility of businesses, especially service providers, new qualities?
The quality of customer service is still crucial for the future maintenance of the relationship of business to business, particularly service businesses.
Results at a Glance
* 37 percent of all business customers to change due to bad experiences in customer service.
* 25 percent who felt alienated customers complaining at all.
* 5 percent tolerance continues the bad customer service.
* 37 percent of business service providers to give their made (communication) faults hardly a real second chance and change directly to the competition.
* 50 percent companies prefer along with punctuality and cost-fidelity problem-especially the accessibility of their service.
* 10 percent of businesses see this as the most important point for a good customer service.
* 47 percent of respondents said they had a trouble-free access to their service provider.
The main reasons for the change :-
The main reasons for switching to another provider can be seen clearly in disturbances in the communication. According to the study, 75 percent of respondents say that they feel by waiting in the telephone loop severely disturbed!
What is recommended, according to study?
* Expansion of complaint
* Investment in customer retention measures
* Raising awareness of this problem at the managerial level
How can the complaint be extended?
My own experience with the great service provided by many companies are fine. Constantly changing contacts, stupid (or ignorant of the specific customer) service e-mail, long waits on the phone for some too much money. Certainly you have made this experience as well. I do not think it makes much sense to optimize the internal complaint, if the main reason for the change is visible in the lack of or poor communication. These facts show for me is more generally in the direction of transparency and openness in corporate communications. Certainly, the availability is crucial for the future relationship with the customer. Why should it be otherwise than in private life, when I reach someone badly, it does not just serve to enhance the relationship!
A Blog about Complaints
Their might be yes, on the use of modern communication technology to remedy this. Genuine personality and authenticity of business can contributes greatly to customer retention. So it would make sense in my view, to incorporate blogs into business service management of a company. An appealing idea. Elsewhere, I've already reported on a blog to blow off some steam. How do you see it? Would you keep your relationship with a company for more secure if you can hope for, for example, in a complaint blog to be heard, or better performance and fast solution to your problem? An appealing idea.
Conclusion
Few companies know the real reasons for lost customers. Often they are interested in not for this, as easy to find new customers. New customer acquisition is indeed expensive, but the customer is not effected by negative experiences.
by: Mr. James Mcguire
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