He later sold the business for $22 million. Derek Sivers the founder of CDBaby, asked all his employees to always take a little longer on calls with customers. However some companies have taken the findings on board and seen great success. Europe's biggest budget airline Ryanair plays a recorded message stating how they arrive on time more than any other airline in Europe whenever arriving on schedule. This was 18% more than their issue not being resolved swiftly.ĭespite this most businesses still use speed as their main measure of customer service quality. The quality of the service!Īccording to RightNow's Customer Experience Impact study, at 82% the top reason customers would stop using a business was rude and incompetent staff. We all like our issues to be resolved efficiently when contacting a company, but what makes us use them again and again? There is only one answer. We will now cover the 3 main areas where most companies go wrong and discuss how to exceed customer expectations and provide examples of good customer service and how to improve them. Not a problem! 3 ways to exceed expectations The SuperOffice blog has mentioned it on a few occasions - The figures that show 80% of companies believe they are providing superior customer service, while only 8% of their clients agree with them.Ĭontrary to what we would think, a BBC article discussed how some customers prefer rude and abrasive service - With one hotel in Liverpool, England seeing a 20% rise in bookings after a documentary aired showing their unpleasant staff.Ĭonfused about what customers really want? Do you want your business to be in that 8%? So, how do you meet and exceed customer expectations? The higher they are, the less likely you are to exceed them.
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