How would you rate your customer service?
More importantly, how would your customers rate your customer service? The difference between your perception and that of your customers is usually vastly different. Research shows that a business loses between 10 – 30% of their customers in an average year. An even bigger problem is that they don’t know WHO the customer was, WHEN they lost them, WHY they were lost and HOW much revenue the customer represented. Most businesses focus on transactional marketing specifically on attracting new customers and simply getting the sale. Scary? You are absolutely right Often when we talk to clients about measuring customer satisfaction, we’re told that they already know they have satisfied customers because they very rarely receive complaints. It therefore may be as much of a surprise to you as it is to them that using customer complaints as a measure of overall satisfaction can be about as useful as rearranging the deckchairs on the Titanic! Here’s why… Very few dissatisfied customers complain, only 8% on average, but that does not mean that they won’t complain to other people. Which makes this particular measure of customer satisfaction meaningless. Today’s successful businesses utilise a process called relationship marketing, focussing on getting customers and keeping them in the longer term, using a combination of marketing, quality and excellence in customer service. Using the idea of relationship marketing can help you to retain customers, imperative in these difficult times. 121 Business Coach now offers Customer Service workshops for businesses that not only have an eye on profit but care about their customer base. The best news of all is that you can have your contract staff trained for FREE. What’s the catch? There is none. 121 Business Coach works with Spanish training providers who are registered to obtain adult training grants on your behalf. All you need to do is call us today to secure an appointment and we will show you how easy it is to set up a bespoke training scheme paid for by the Spanish government. Together we can develop a programme that will give you that all important competitive edge and build customer loyalty at the same time. Remember… If you don't take care of your customers, someone else will. Contact: 121businesscoach on Tel: 965 744 015 or email firstname.lastname@example.org and take the first step to success
Published on Oct 4, 2011
More importantly, how would your customers rate your customer service? The difference between your perception and that of your customers is...