Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Are You Guessing on Your Quality of Customer Service? - Service Quality Institute - ContactCenterWorld.com Blog

Are You Guessing on Your Quality of Customer Service?

Providing outstanding customer service at the right price is the “Golden Rule” of most companies. It’s worth remembering that we all experience customer service every day. Customer service is a critical piece of your business, and you should fine-tune it as much as you can. Here are some well-known facts on customer service ….

Fact: 90% of companies say they deliver superior customer service and only 8% of people think these same companies deliver superior customer service. Which goes to show, you shouldn’t be guessing when it comes to evaluating your customer service.

Think you don’t have to worry?  Guess again!

Take your mobile phone and your service contract.  If you’re like me, it’s hard to tell.  The contract has been deliberately written so complex that most people don’t read it.  This, by the way, is why just about everyone hates mobile service providers—and why wireless carriers have some of the lowest customer service ratings of any industry.

FactThe average American spends13 hours per year and 43 days per lifetime on hold for customer service.  When it comes to customer service, your customers care far more about competent and helpful service.

Fact: 73% of dissatisfied customers cited incompetent, rude, and "rushed" service as the #1 reason why they abandoned a brand.

Fact: 86% of consumers will immediately quit doing business with a company because of a bad customer experience

Fact: Bad customer service is more than just a potential liability, it's a huge cost to your business.  Consumers are far more likely to share bad customer experiences due to their frustration.

Fact: It is 6-7 times more expensive to acquire a new customer than it is to keep a current one

Fact: The average business hears from only 4% of its dissatisfied customers.Very few people have time for your mistakes. Even fewer people are going to take the time to let you know about them, and why should they? You're the one that screwed up.

Fact: your customers can do quite a few things much better than you can, and if your business isn't embracing this fact by viewing customer service as a branch of your marketing department with tremendous ROI, you're doing yourself a disservice, as well as your customers.

Fact: 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience.  Customers expect consistent quality of customer service; with a similar, familiar look and feel whenever and however they contact your company.

American firms spend all their Customer Service Training dollars on surveys.  That’s total overkill.  Few spend any money training employees on Customer Service.  Customer Service training will tip the scales toward making your business more successful for your employees and your bottom line.

Take responsibility! 

Be…fast and accurate.

People want answers and to move on with their busy lives. One simple and straightforward way to solve problems faster is simply to be available at all times, 24/7 with a ‘live’ person that answers the call within 3 rings. That way no one is ever having to check your hours to get in touch the next day. It’s easier to resolve issues and you will stand out from the competition as a company that deals with their customers right away.

Be…respectful and friendly

Customer service should be filled with positivity. Greet your customers, use their names, and always express appreciation for their business. Inject positivity into your day, the results will be eye-opening.

Be…a listener

Lead with your ear rather than your mouth so you can connect and problem-solve.  How can you meet your customer’s needs, if you don’t know them?  To understand their needs, just listen to the “voice of the customer” and take action accordingly.

Be…a solution provider

Ask your customer what they think would be a good outcome.  They probably have something in mind that they feel would make sense given the circumstances.  Even if that final answer is not exactly what you want, the customer may also feel that they are not getting exactly what they’d hoped.

Be…amazing

Bear in mind that the customer will feel incredible if they feel that you are taking extra steps to help them. 

About the Author: John Tschohl
John Tschohl is an author and president of Service Quality Institute. He is an American business consultant and Customer Service Strategist.
Google+

Source: http://www.customer-service.com/blog/201805/Are-You-Guessing-on-Your-Quality-of-Customer-Service-

Publish Date: May 31, 2018 5:00 AM


2020 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

3.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 



View more from Service Quality Institute

Recent Blog Posts:
Why it’s Almost Impossible to Implement a Service Culture PlanNovember 12, 2018 5:00 AM
Are You Guessing on Your Quality of Customer Service?May 31, 2018 5:00 AM
Service Recovery and Handling Irate CustomersMay 7, 2018 5:00 AM
What does it take to be a Customer Service Leader?January 10, 2018 5:00 AM
Customer Service in 2018!December 14, 2017 5:00 AM
8 Principles of Great Service to Create a Service CultureNovember 13, 2017 5:00 AM
7 Key Steps Critical to Being a Service LeaderOctober 17, 2017 5:00 AM
If You Can’t Say Something Nice About Customer Service…COMPLAIN!August 17, 2017 5:00 AM
Customer Service Hell ls Spelled...IVR!November 21, 2016 5:00 AM
Customer Service Recovery for HotelsMay 10, 2016 5:00 AM

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =