Bad customer service seems to be everywhere! It’s no longer an exception. Poor service has become the norm. One of the single most important aspects of a successful business is good customer service. Studies show that a typical business only hears from 4 percent of its dissatisfied customers. The other 96 percent quietly go away. Of this 96 percent, 68 percent never reveal their dissatisfaction because they perceive an attitude of indifference in the owner, manager or employee.
This statistic is particularly dangerous for businesses because if a dissatisfied customer can’t express their complaints to a business, they’ll express them through other outlets such as friends, neighbors and family. A typical dissatisfied customer will tell eight to 10 people about their problem. One in five will tell 20. Further studies show it takes 12 positive service incidents to make up for one negative incident. These statistics speak to the importance of taking action.
The first step is recognizing tendencies toward bad customer service. But how do businesses improve their overall customer service? Below are some basic tips:
Like what you do
If you don’t love what you do, get the heck out. If you love what you do, it will be evident, and people will know it. People who have a bad attitude about what they do will project their attitude onto everyone around them, including customers. Like nearly everything in life, good or bad customer service always comes back to attitude.
Learn to adjust your perception
Because good customer service depends on a good attitude, a bad attitude will surely diminish any facade of friendliness. Employees should analyze what is causing their negative outlook and make a conscious effort to change, rather than cover it up with a false smile.
Establish a rapport
Customers will do business with people they like. Employees gain this approval by establishing a rapport, or a positive connection, with a customer. A rapport can be established by simple gestures such as calling a customer by their name, recognizing mutual interests, asking questions and making eye contact. The customer instantly recognizes the employee as someone who cares about their well-being and is more likely to do business with the company.
Avoid a standoff
Many times, businesses find themselves locked in an argument with a complaining customer that becomes impossible to resolve. The way to prevent this is to avoid the argument in the first place. Step back, analyze where the customer is coming from and form a solution from their standpoint, not yours.
All of these tips come down to the platinum rule of “treat people like they want to be treated.” This rule takes the Golden Rule a step higher, forcing the employee to assess exactly what the customer wants and act accordingly. ~Carla Lane, CEO, Lane Staffing
For more information on Carla Lane and Lane Staffing, visit www.lanestaffing.com.
