It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. In this digital age only a few people will call your support to inquire about a product or service when most of the answers can be easily found online.
While you obviously can’t control problems caused by malfunctioning products or service errors, you can control how you respond to complaining customers. The stats show why you should take them seriously:
Nearly 70% of customers quit doing business with an organization because they felt they were treated rudely or with indifference.
95% of customers share bad experiences with others, 54% share bad experiences with 5+ people, 45% share negative reviews on social media.
66% of customers are most frustrated from interacting with employees who are rude or unfriendly.
If you are a student or contemplating a career change, you know that there’s plenty of career advice out there. However, it tends to offer pointers on careers that are currently hot or that will be in the future. Some of these jobs are indeed great employment prospects, and some of them will be occupations that are extinct a decade from now. And then there are the “solid” jobs, jobs that offer vital services and are always in demand.
Customer service positions are proving to be the best of both worlds, offering a much in demand career that is projected to grow within the next decade. Read on to learn why customer service is definitely a field to consider. >>>
Customer engagement is the future of e-commerce. – Brennan Loh, head of business development of Shopify
Now that global consumers are able to purchase nearly anything they wish on whatever device they want and wherever they happen to be, the eCommerce customer experience has dramatically changed. And while competition has grown and will continue to grow (according to Big Commerce, eCommerce is growing 23% year-over-year), businesses of all sizes ultimately must learn to separate themselves from competitors. The best way to do that is through improving customer engagement.
Whether you have just set up an eCommerce business or have been running one for years, you might need to take a closer look at the quality of your customer engagement practices. The infographic below explains why eCommerce customer engagement is absolutely critical today and offers 10 effective ways to instantly improve it. The ideas could be successfully applied to both B2C and B2B sectors. >>>
It is sometimes said that success in business is less about what you sell and more about how you sell it. While this obviously means that marketing is important, so too is the journey customers go on. After all, even businesses with great quality products will struggle if they provide a poor customer experience.
As a result, companies need to make sure they are equipping their employees with the necessary customer service skills to deliver on the elements that truly matter to customers during their service journey. In this article, we take a closer look at some of those elements and explain why they are so important. >>>
Modern customers are becoming more and more demanding to brands. We cannot ignore the fact that 84% of millennials don’t trust traditional advertising. Old methods to reach customers no longer work as they had worked before. Together with personal selling, advertising, and sales promotion marketers need to offer creative content and run YouTube channel as well as promote their brands on Instagram.
In my today’s blog post I decided to describe eight ways that will help you to reach more customers. However, at first I would like to offer an infographic with statistics that will make you rethink your social customer engagement strategy: >>>
When morale is low in your office, you may find that productivity levels take a nosedive, profitability tumbles and turnover increases. Each of these factors can be a detriment to your business, and the unfortunate reality is that managers and business owners must make a regular effort to keep morale high for the benefit of the company. Simply addressing this issue once and walking away from it or intermittently focusing on morale is not enough. One of your top goals should be to keep your team motivated and engaged throughout the year, and you can easily employ some of these great tips to achieve the results you desire.
Let Them Know What to Expect
It is easy for workers to feel as though they are spinning their wheels and getting nowhere fast. They may feel as though they put in a hard day’s work regularly and that they are not achieving anything from their efforts. Some may even feel as though their professional lives are pointless. As a manager or business owner, you need to tell your employees what the company’s goals are. >>>
The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers. – Sybil F. Stershic
Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees. Their employees are obviously passionate about their work and are willing to go the extra mile to help customers.
“Employee engagement is the emotional commitment the employee has to the organization and its goals. This emotional commitment means engaged employees actually care about their work and their company. They don’t work just for a paycheck, or just for the next promotion, but work on behalf of the organization’s goals.” – Kevin Kruse – NY Times Bestselling Author, Keynote Speaker
When employees are engaged, they truly care about customers, deliver better service and brand advocacy, and they are less likely to leave their jobs. While organizations enjoy better employee productivity and increased revenue: >>>
Customer service team success is most significantly influenced by service-focused culture that starts at the top and works its way throughout the company. In today’s highly competitive marketplace, the most popular businesses attribute a large part of their success to having a customer service mindset that has the power to build a strong brand image and product differentiation.
To develop and cultivate that mindset, every company needs to put effort into refined hiring process, constant employee training and growing leaders who will set the tone for other team members to follow. Here on our blog, we’ve highlighted many ways you can enhance customer service agent hiring process and training. In one of my previous articles, I have also touched on the topic of Servant Leadership in customer service.
Today in this blog post, I would like to delve into another couple of points related to leadership in customer service and put together some inspiring food for thought. >>>
Good quality customer service is the best interest for both companies and their customers today. In the markets overflowing with similar products, offering a special memorable service is a foremost way to stand out from the crowd. However, do customers really need service to be special and tricky or do they want their basic needs to be met?
Research shows that the views that companies and their customers have on customer service differ significantly. While 80% of businesses believe they provide excellent customer service, only 8% of customers believe they are actually receiving excellent service.
2017 Customer Service Benchmark Report by SuperOffice proves that the things which companies fail to do in order to meet customer expectations for a good customer service remain quite obvious and basic. However, the number of companies which fail to fulfill the simplest requirements is very impressive. >>>
One customer can change the fate or course of your business forever. Just take a look at the United Airlines incident. We’ve all heard and saw it. It was very disturbing and we just can’t help but get angry and despise United Airlines. I won’t share the facts and other information anymore since I assume that you’ve already read a lot of articles and watched a number of YouTube videos about it.
So instead here are two lessons we can all learn from this incident:
1. Social media can make or break your business
This goes for all – whether you own a small or big business – social media can make a big impact on your business.
What does this mean to you? Everybody is on social media, if you do something good, it may be shared to the whole world. If you do something horrible, it may also get shared to the whole world. >>>