Does your company view customer service as a necessary evil or as an integral part of your company’s mission?
To toot our horn a bit, at Envisager Studio our customer service record is 98 percent positive. We are very proud of our customer service rating and value each and every client who takes the time to compliment our support team.
We have someone on our support desk six days a week. While we could go on endlessly about our commitment to our clients, the bottom line is – we are 100% committed to it! Our clients are our most vital asset and we want them to know that we are available to them.
Great customer service not only makes good business sense, but it is the right thing to do. It’s not the new marketing – it’s REALITY. Did you know that about 86% of clients will stop doing business with a company because of poor customer service? And sadly, you won’t even realize why those clients stopped doing business with your company because only about 4% of them will actually express their dissatisfaction.
So, what do clients really want? Why do they say they’re getting poor customer service? Better interactions and competent staff, of course. Forty percent of customers say improved interaction with service employees is their key driver for spending more money with a company. Seventy-three percent of customers cited rudeness and incompetent staff as their primary reasons why they stopped dealing with a company.
Great customer service offers unique opportunities for businesses of all sizes that are willing to invest in a memorable customer experience. They can out-support their competition and business around the element that matters the most: loyal customers. Customer support should be a pleasure, not a headache.
We’re curious how you handle customer service. What do you think you do best and what are your frustrations? Leave us a comment below and let us know.