Get The Facts on Customer Service:
Fact: Customers spend up to 10% more for the same product with better service.
Fact: Customers tell anywhere from 9 to 12 people when they get good service.
Fact: When customers receive poor service, they tell up to 20 people.
Fact: Studies have shown that it takes a customer as little as ten seconds to pick up on the attitude (bad or good) of the person they are speaking to!
Creating a Customer Service Culture
When people think of customer service, they think of the front-line workers, the ones that come in direct contact with the customer. But the truth is, everyone in your company has an impact on the customer experience: The receptionist who greets visitors, the IT worker who maintains the systems to take orders, and the marketing staff that communicates information about your products. Everyone touches the customer in some way. This is why you must develop a customer service culture — from the top down.
Here are some simple steps you can take to create a Customer-Friendly Organization:
Communicate to every level the importance of customer service and the behaviors you are looking for regarding that service.
Recognize employees when they demonstrate positive service behaviors, both formally with awards and informally with certificates, medallions and hand-written notes of thanks.
Constantly give specific examples of good customer service.
Emphasize the concept of internal customer service. And treat your employees well! The quality of service they offer your customers is directly related to how the employees are treated themselves.
Empower your employees to make decisions and break the “rules” to satisfy a customer.
Train your people—all your people—on this customer service-based culture from the moment they are hired.