We can all stand here today and agree that at some point, we’ve all had a shocking customer service experience. The kind where you actually take pen to paper ( or fingers to keyboard) and angrily scrawl out a complaint.
I’ve over 10 years experience in customer services and sales and I’m still stunned, by some of the silly and easily rectified mistakes that are committed on a DAILY basis. How many have you personally encountered?
- An agent not calling back when they said they would
- Keeping you on hold for over 20 minutes just to transfer you again
- Passing you around to speak to multiple people without really LISTENING to your query
- Cutting you off the phone after a long wait
- Failure to take ownership of your complaint
- Complete lack of empathy or sounding disinterested on the phone
- Trying to make out it was YOUR fault?
Now look at these examples again, but view them as YOUR customers from your small business or startup. I’m sure you can admit that you have encountered one or two in your journey to grow your brand. So wouldn’t it be interesting to find out how your customers REALLY feel through compiled, reliable data? Then read on for my 8 shocking customer service statistics!
78% of customers have bailed on a transaction due to poor customer service
That’s a MASSIVE figure! Think how difficult and time-consuming it is to convert traffic into subscribers, subscribers into fans, and fans into warm leads? Just to lose them when closing the sale?
A typical business only hears from 4% of its dissatisfied customers
And do you know why you won’t hear back from a further 91% of customers? As they will never use your services again.
On average, loyal customers are worth up to 10 times as much as their first purchase
Because they will come back and use your services time and time again. Ensure you have a follow-up call/email procedure in place 1 week after purchase. Just a quick ‘We hope you’re enjoying our service and please let us know if we can offer any more assistance ‘ Retaining your customer base is just as important as attracting new ones.
It takes 12 positive experiences to make up for one negative one.
And who has the time? Think of the valuable resources and hours you will use JUST to convince this customer to stay with you?
Customer service agents fail to answer customer queries 50% of the time
Shocking no? Rather than listening to protocol, or reading off a template, just try LISTENING to the customer without interrupting for at least 2 minutes. Jumping to conclusions to get the call finished more quickly will only leave the customer feeling irritated.
80% of Americans agree that smaller companies put more emphasis on customer service than larger ones
Hooray! Some good news for us startups!
At Designated PA, we understand what it takes to deliver a bespoke customer service experience. As an award-winning startup ourselves, we know the hard work it entails and the constant barrage of customer engagement needed to attain your base through social media. Do you need assistance with;
- Replying to customer emails and inbox management?
- Engaging with potential customers through social media?
- Creating a business blog to promote your services & products?
- Bookkeeping and admin so you can focus on more important issues?
- Recruiting a PA for your front desk?
Designated PA also assist with providing highly experienced medical secretaries. Keeping your patients happy is very much a front facing role and we ensure to source you the best. We also have extensive experience working with Harley street practitioners.
Get in touch today – 020 7952 1460