If you want to be successful, you must change how you deliver customer service.
I found some interesting statistics showing customer service through the ages. Customer service used to be in the hands of the business; this day?s customer service is in the hands of the consumer. What the consumer wants is what they get, but it wasn?t always that way.
The 1970?s were very interesting; businesses called the shots.?Warranties?were limited and if you tried ?to return a product without a receipt, forget it. No store credit and no cash.
Made in Japan was a joke?my how things have changed.
Purchasing a car was dangerous. Once you drove it out of the showroom you owned it. If it?didn?t?run you had very little recourse. People just burned their cars on their front lawns!
An estimated 150,000 cars each year in the 70?s were considered lemons. (A lemon was a car with ?unfixable problems.) Since then, each state has enacted some type of ?lemon law? to help consumers who get stuck with these defective cars.
By the 1980?s, things changed for some businesses.
Great products were still hard to find so outstanding products became the ?differentiator? and ?a great selling point. Products were expensive; inflation was rampant and thus the expression: ?you get what you pay for.? ?I was in business in the 80?s and was successful by taking care of our products. If there was a problem, I fixed it.
In the 1990?s, the challenge had been met, and most products had quality standards. From the cheapest car to the cheapest meal, from?Bloomingdale?s?to the Dollar Store, there was something for all of us.
The product challenge had been met, and quality had become a commodity.
As we continue through the millennium; businesses are struggling. Everyone is trying to determine how to get the consumer to become their customer and bypass their competitors.
Businesses still compete on price but price cutting has never been a good long-term strategy. In the short run, it will bring in customers but in the long run, winning the price game will put you out of business. Unless of course, you?re the Dollar Store, and you can buy heavily discounted items by the trailer load.
In a 2011 study, 70% of Americans interviewed said they would be willing to spend more with companies, if they believed the company would provide excellent customer service. One year prior, the number was fewer than 60%.
Great customer service is definitely a game changer. Despite these rising statistics, why is customer service so lacking in our country?
Didn?t we think that technology would stream line companies and make them more efficient?
However, technology seems to have moved businesses further from the customer.
Do you know any business that has a live person at the end of the phone?
Where is everyone? Is everyone hiding out in the back room?
Caller id tells us who?s on the phone, and then we decide if we should answer. My hunch is if you call more than once, you?re put in the ?do not reply to status.?
I know if I?m looking for a product, and you don?t answer the phone; I hang up and continue looking.
No, we don?t care if you?re on the phone, away from your desk, in the bathroom or the bar room?just pick up your phone. When you don?t answer the phone, it sends a message to the customer. It says,I?m not interested in you.
?I?ll be with you in a minute.? Maybe it?s just me, but ?I don?t know anything that takes a minute.
Then you get the spiel, ?have I satisfactorily answered all of your questions Ms Calandrino??
When did businesses stop talking to their?customers?
Lisbeth Calandrino helps businesses build loyal relationships with their customers through customer service training and social media marketing.
Source: http://blog.timesunion.com/success/want-to-deliver-great-customer-service-answer-your-phone/2400/
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