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TrainUtopia's Newsletter
Training News You Can Use!
Happy Valentine's Day! It's time to thing about sweet
things for your sweetheart. In business, this could
refer to the sweethearts we depend on - our
customers! Here are some interesting facts on the
difference good customer service can make in a
business:
68% of customer defection takes place because
customers feel poorly treated. (Source: TARP)
It can cost five times more to buy new customers
than retain existing ones. (Source: TARP)
Reducing customer defections can boost profits
by 25-85%. In 73% of cases, the organization made
no attempt to persuade dissatisfied customers to
stay; even though 35% said that a simple apology
would have prevented them from moving to the
competition. (Source: NOP)
1% cut in customer service problems could
generate an extra $16M in profits for a medium-sized
company over 5 years.
On average, most U.S. corporations lose half their
customers every five years. High defection rates are
the clearest sign that customers feel they are
receiving less value from a company than when they
first became a customer.
In light of these figures, it appears we should all
consider our approach to customer service, both
internally and externally. We hope the articles we've
highlighted this month give you some ideas for
your "sweeties!"
Shannon Martin
Worth Quoting
Mohammed Ali
The service you do for others is the rent you pay for
the time you spend on earth.
Customer Service: A Profit Center, Not a Cost Center
By Vince Amen and Scott Hornstein
The
real purpose of the call center is to deliver outstanding customer service.
Because
superior customer care drives high customer
satisfaction, which in turn increases near-term sales
and loyalty. Loyalty, in turn, is a key component of
long-term profitability. Thus, the call center should
be viewed as a profit center – a key component of
the media mix, measured and rewarded for revenue,
customer satisfaction and lifetime value.
Customer Service in 10 Simple Steps
By Debbie LaChusa
If you're like me, you've had plenty of experience
with bad customer service. Just think about the last
time you had a bad experience with a product or a
service.
Perhaps the product or service did not live up to the
sales pitch. Maybe the
company was unresponsive to your calls or emails.
Maybe they did not do what
they said they were going to do. Or they gave you
the run-around when you
called to report a problem or ask a question.
If you think about it, all of these negative
experiences boil down to one thing, a
lack of customer service.
Customer Loyalty Linked to Employee Satisfaction
By Jim Clemmer
"We found that there was a cause-and-effect
relationship between the two; that
it was impossible to maintain a loyal customer base
without a base of loyal
employees; and that the best employees prefer to
work for companies that
deliver the kind of superior value that builds customer
loyalty... building loyalty
has in fact become the acid test of leadership." -
Frederick Reichheld, The
Loyalty Effect and Loyalty Rules
Spotlight on Solutions
The Customer Service Perspective
Fostering outstanding customer service is every
employee’s responsibility. The impression your
employees create can make or break, not only the
current sale, but future sales as well.
Profiles Customer Service Perspective assesses the
attitudes and customer service proficiency of
employees and job candidates. It gives you the
critical information you need to hire individuals with
good customer service skills, improve customer
service training and increase awareness that every
employee is part of the customer service team.
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using assessments to improve your business, contact
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