The 4 Myths of Customer Service
Great customer service is not optional, today it’s mandatory as customers are more picky with their choices and tighter with their expenditures.
Great customer service is all about bringing customers back to your business, the primary way to do that is to send them away happy. Happy people tell others they should patronize your business as they did, who then try your business then in turn, become happy repeat customers.
It sounds good in theory, but at one time or another we have all been participants in bad customer service. The problem is that many companies operate out of a handful of myths where customer service is concerned. Here are 4 of the most common customer service myths.
Customer Service Myth #1: You have to give stuff away
Research has shown time and again that outstanding overall service, not giveaways lead to higher customer service ratings for product and service companies.
Customer Myth #2: Good managers already know which areas need improvement
Research has shown by comparing managers intuitive conclusions with actual survey results that there is no substitute for statistically valid measurements, and without these measurements, it’s impossible to strategize, and manage knowledgeably and effectively.
Customer Myth #3: There’s not much difference between somewhat satisfied and completely satisfied
Research has shown by tracking both survey results and subsequent behavior that completely satisfied customers are three times more likely to do business with you again that those who are somewhat satisfied.
Customer Myth #4: Complete satisfaction means perfection
Perfection is something to strive for, but it’s rarely ever achieved. A customer may have encountered significant problems in the transaction, yet still reported being completely satisfied, provided the problems were taken care of appropriately and timely.