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Surveys suggest that service-driven companies are able to charge up to 9% more for the goods and services they offer and grow twice as fast as the average. These are powerful incentives for becoming the best customer-service company in any industry.
Equally, poor service has a cost penalty. It costs up to five times as much to go out and get a new customer as to retain those we have.
According to the Research Institution of America
The average person who has a bad-service experience tells at least nine others about it and l3% of complaints relate their experience to more than 20 other peoples In comparison, people who receive silent service only tell three or four others about it"
The Importance of Good Customer Care
So, good customer care matters because keeping existing customers is
easier than finding new ones, and satisfied customers will do a lot of our advertising for
us. Most people consider doing business with a certain company because of recommendation
by a friend or acquaintance. Dissatisfied customers spread the bad news and undermine our
business which ultimately threatens everyone's jobs.
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Good customer service can also be very satisfying and is good for
self esteem it is always nicer going home at night feeling that we have been able to help
someone.
So, our objective must be to provide the highest standard of
Customer Care possible and to always aim for excellence
YOU NEVER GET A SECOND CHANCE TO MAKE A FIRST IMPRESSION.
A customer who feels good doing business with you (and through you,
the company) is more than likely to stay with you and recommend you to others.
People react to the way they are treated and act accordingly. With
this in mind, think about why a customer is rude/angry/uncommunicative and ask yourself:
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Am I getting the customer-reactions that I deserve?
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Is my treatment of the customer at fault?
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Why is the customer acting that way and what can I do to improve the
situation?
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