Ramifications of Bad Customer Service

As I was wandering through the Internet, I found some great information on customer service on Help Scout. The article was actually a compilation of quotes, facts and statistics from different companies and individuals focused on the ramifications of bad customer service and the benefits of positive engagement with customers. I thought I would pull some of these out for this week’s blog.

American Express Customer Service Barometer (2017)

“More than half of Americans have scrapped a planned purchase transaction because of bad service.”

Salesforce

“74% of people are likely to switch brands if they find the purchasing process too difficult.”

New Voice Media

“After one negative experience, 51% of customers will never do business with that company again. “

“U.S. companies lose more than $62 billion annually due to poor customer service.”

Those are some powerful numbers and some amazing findings, showing that the attitude companies have towards the importance of positive engagement with customers can seriously affect the bottom line.

It’s important to spend time accessing your company’s customer service through all lines of communication: in person, via email, phone, mail, on social media and in any other ways that you are in touch with your customers.

Every person who works for the winery, no matter what their job, is responsible for being available to help customers if they come into contact with them. Each and every employee should have some customer service training. Though employees who work in the cellar or in the back office may not encounter many visitors, if they happen to run into a visitor, they should make eye contact, smile and be available to help if needed (even if it is merely directing someone to where they want to go).

How long has it been since you did a customer service review in your business? Are you overseeing at least one customer service training session per year for all your employees and offering more training for those who are on the front lines of customer interaction?

Good customer engagement will raise your sales, according to the 2017 Customer Service Barometer from American Express:

7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers good service.

A simple upgrade to your customer service should mean more wine sold, more return customers and a strong uptick to your bottom line.

A tip of the glass from me to you!

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What Makes Customers Happy?

There was an interesting article in a Marketing Profs email a month or so ago about customer service and what customer service issues annoy customers the most. I am sure that most of us can guess what they are because they are the same ones that annoy us when we were on the customer side of the equation.

The article by Ayaz Nanji talked about the customer service issues most likely to make people stop doing business with a company. The two that customers found most frustrating were talking to company employees who were uninformed, and if they had to wait a long time to talk to someone.

I know, myself, that dealing with recorded messages that ask me to press this and press that and go on for minutes before I can get to an actual human being tends to put me in a bad mood before I even speak to the customer service person, who may well be doing his/her best to help me. When you have a simple question a recorded message can be quite helpful in getting you the information you need.

However, it is the uninformed employees that are most likely to result in the customer abandoning the company or product for another. It’s important that everyone knows that if they don’t know the answer to a question a customer is asking or they cannot solve the problem a customer has, then as quickly as possible get the customer to someone who can answer the question or solve the problem. If that is not an option, take the information about the problem and tell them you will get back to them.

Customers want issues they have to be resolved quickly. It is the most important thing about good customer service. So, whether it is in person, on the phone, through email or online chat, do everything you can to solve the customer’s problem quickly and efficiently, it will pay dividends in the short and long term.

A tip of the glass from me to you!

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