Customer Service
Let’s get down to the nitty-gritty…
Customers are the lifeblood on any business so treating them well should be your company’s top priority. By exceeding expectations, you can boost customer satisfaction and retention.
“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every-time or we’ll lose them” Kevin Stirtz
70% of customers are influenced by how they feel they’re being treated
Would you recommend a company that has provided a poor service?
Customers judge their experiences more on the timeliness of the interaction than on the final outcome.
A swift response is always impressive, but so is correctly establishing what the customer actually wants, and why. People appreciate a personal service. Follow up in what you say you’ll do and keep in touch to provide regular updates. Make the most of the personal service you can offer and you’ll reap the rewards.
So what are the DOs and DON’Ts?
DOs
Manage customer expectations effectively
Listen to your customer-facing staff
Make sure departments talk to each other
Empower staff appropriately
Ensure your company’s objectives are aligned with service promises to customers
DONT’s
Assume that an online customer experience will replace offline services
Oversell yourself to your customers
Treat customers as transactions
Hide behind the environment systems or process
So, what have we done to make sure our customers feel valued? We made it personal! Meet the support team as CDSM:
Gareth – Technical Support
Our very own genius
Debbie – Senior Customer Care Executive
The glue that holds it all together
Anna-Marie – Customer Support Administrator
The ticket master of CDSM
“The goal as a company is to have customer service that is not just the best but legendary” Sam Walton
Results from our helpdesk over the last 90 days
Average first response 7.50 hours compared to industry average of 28.40 hours
79% of our end users’ tickets were engaged and responded to within the first hour of a customer raising them
9% – 1-8 hours
6% – 8-24 hours
7% >24 hours
Note: totals may not equal 100% because of rounding
Retaining existing customers – we found that when customer service is good, the result is an increase in customer retention. Happy customers promote us too.
Recent feedback rated our customer service as 100%
“You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.” Jerry Fritz
Gareth – “Best part of my role is the problem solving.”
Debbie – “Favourite part of my role is meeting with clients.”
Anna – “I love the team spirit at CDSM as it helps me do a good job”.
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