Guide to Bettter Customer Services

It seems like customer service gets a lot of lip service these days. Executives in all industries seem to understand how important it is to provide the best in customer service, yet often that limited understanding is where it ends. A study conducted by Portland Research Group showed that in 2004 only 59% of customers were satisfied with the customer service they received when contacting a company for assistance.¹ According to a 2005 Coldwell Banker study, positive customer service is typically defined as: resolving questions and problems (66%); knowledge of the product or service (49%); being easy to reach (35%); understanding requirements (35%).²Not only is excellent service good for your customers, it is also great for your business. The Portland Research Group study also indicated that customer loyalty drops by 76% when a contactor is not satisfied with the service he or she receives and the Coldwell Banker research correlated a company’s long-term success with the quality of customer service it provides. According to these findings, a typical consumer switched businesses he or she dealt with twice in the past three years due to poor customer service.Quality customer care is not an accident, and it should not be dependent upon the natural disposition or mood of the customer service representative. Many customer service representatives lack the tools needed to provide the highest level of services. Often management teams are at a loss when it comes to providing these tools and implementing the quality assurance measures necessary to ensure that great customer service is the norm, not the exception. Exceptional customer service is the result of thoughtfully planned training, excellent support, and quality assurance monitoring. With all of these pieces in place, customers are served in an efficient, responsive, and positive manner. This high level of service leaves a great impression every time and instills loyalty in your customer base. ¹Portland Research Group, 6-1-05²Coldwell Banker, 1-23-05