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Customer Service By The Numbers

When it comes to creating a great experience for our customers, we need to ask the question, “What do our customers want?” Delivering service based on their expectations is key to our success. Fortunately, there are companies out there crunching the numbers for us and providing valuable insights.

What statistics are available on customer service? How might they influence your actions?

There’s no disputing that customer expectations have been changing … it is essential that we adapt. One place to start, says customer service guru, Denise Williams, is by asking yourself the following questions:

#1. Have your front-line staff received customer service training? Can your staff confidently answer any questions your customers have about your products and services?

o   No

o   Yes

Fact: 78% of surveyed customers say that competent customer service staff are most responsible for a happy customer experience (Genesys Global Survey). 

#2. Is your business using channels of communication that respond to your customers’ personal preferences?

o   No

o   Yes

Fact: eConsultancy reported that customers prefer to receive customer support over the following channels:

  • Phone 61%     
  • Email 60%      
  • Live Chat 57%
  • Online knowledge base 51%
  • “click to call” support automation 34%

#3. Do you follow up with your customers?

o   No

o   Yes

Fact: RjMetrics reported that repeat customers spend 300% more and consistently purchase more over time than new customers.  In addition, repeat customers will refer 50% more people to your business than one-time buyers with 80% of your future profits coming from 20% of current customers.

#4. Do you actively listen to your customers and respond quickly?

o   No

o   Yes

Fact: 40% of customers will abandon an online transaction if their questions or concerns are not addressed quickly (Forrester) and 74% of customers are likely to switch brands if they find the purchasing process too difficult (HelpScout).

Denise Williams is the owner of Customer Service Consulting. She wanta to hear your customer service stories – exceptional and otherwise. You can send them to her at denise@dwcsc.caDon’t be discouraged by the absence of a photo on Denise’s LinkedIn page. After all, it’s part of her job to be a secret shopper!

#InspireConversation

 

 

Where’s The Phone Lady?

June 1 - One-on-One with Pop-A-Lock

June 2 - Essential Phone Skills to Reach More Business Clients, Inspire Valuable Conversations, Book More Virtual Meetings & Build Client Confidence, Financial Services Firm, Atlantic Canada, Webinar

June 3 - One-on-One with Dinasty Security

June 4 - Moving Inside: Connecting with Clients and Prospects by Phone, Parnell Living Science, National Webinar

June 8 - One-on-one with GreyLit

June 9 - One-on-one with Dynamic Learning

June 9 - Dial In Free Webinar with special guest Linda Daley of Daley Progress - How to Continually Build Your List and Why It's Important

June 10 - Dial In Free Webinar with special guest Linda Daley of Daley Progress - How to Continually Build Your List and Why It's Important

June 11 - Vital Communication Skills for Entrepreneurs, Entrepreneurship at Nova Scotia Community College, Webinar

June 22 - Building Relationships with Member, Canadian Credit Union Association, Webinar

Do you or your team want to improve your phone skills? Do you have a phone communication question or challenge you'd like to discuss? I'd be pleased to connect with you to see if I can help. This quick-to-fill-out form is easy to use and you'll hear from me very soon.