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Why support agents don’t care about customer’s needs, even though 3 out of 5 customers take their business to the competitors after poor customer service experience? Only several decades ago, business owners were in a much more comfortable situation – they always had the attention of the customers.
They were the center of the market and there was always a demand for their product.
Moreover, about 13% of those unhappy customers will tell more than 20 (!
) people about their problem (unfortunately people tend to talk more about their bad experiences). The stats mentioned above clearly show how customer happiness brings an additional value to a company and how bad experience turns out to be an additional, unnecessary cost. They like the company, its products and enjoy the way it is doing business.
Phone calls are still the most popular way of getting support, because (at least theoretically) it gives customers the biggest chance of having their problem solved immediately.
Although the Internet is full of best practices for phone support or call center guidelines, following your common sense is the right thing to do in the beginning.
Some people believe it is the easiest way to quickly get their problems solved, while many others simply hate hanging on the phone.
Smaller businesses start slow and usually without paying much attention to details such as customer service – website design, search engine optimization and advertisement tend to be more important than email address or phone number clearly visible on the website. Fortunately, this sad picture changes over time when business owners realize they need to care about much more than just sales and financial results.The question is: why doesn’t it always look like that?Why are the customers put on hold, even though over 50% of them hang up and 34% never call again?It should not ring more than 3 times before being answered.Even if you are not the one who’s responsible for it, do not ignore it and do not hesitate to pick it up if there’s no one else around.