02 Oct CUSTOMER SERVICE WEEK – CELEBRATING EVERYDAY HEROES!
Today, it is more important than ever for companies to offer exceptional, memorable customer service. In 2014, Harvard Business Review reported that customers who had the best, past experiences spend 140% more compared to those who had the poorest, past experience.
In the same customer loyalty study, it was found that for a subscription-based business, on average, a member who gives the lowest score will likely only remain a member for a little over a year, whereas a member who gives the highest score is likely to remain a member for another six years.
The business world today has come to understand and appreciate the value of loyal customers as these individuals tend to buy more, make more frequent purchases, are easier to retain, cheaper to serve, and are more profitable than newly acquired customers. Excellence in customer service drives these rewards.
Bad Buzz Can Sting
Recent surveys show that customer service is the number one factor impacting customer trust. With 74% of online adults on social media, the level of customer service rendered can make the difference between widespread referrals and a dramatic decline in business.
According to an article found on Inc.com, 89% of consumers viewed online sources of product and service reviews as trustworthy–and another 80% have changed their minds about a purchase based solely on the negative reviews they read. The consulting firm McKinsey & Co. discovered that bad buzz for an unnamed telecom client hurt sales by 8%, offsetting their entire TV spend. When McKinsey & Co. dug deeper, it was found, “Complaints about the sign-up process and call-center workers at the telecom provider drove the negative sentiment.”
Think about your experience as a customer. If you’ve ever had a bad experience with customer service or support, you recognize the difficulties in forgetting the encounter.
Celebrating “Wow” Service
Wanting to highlight the importance of outstanding customer service, and to celebrate everyday customer service heroes, Customer Service Week was launched in 1992. Over 20 years later, the event is celebrated internationally in 60 countries.
From October 5 to October 9, 2015 Arise will be celebrating Customer Service Week and the everyday customer service heroes who use the Arise platforrm to run their mini-call centers. We will be featuring articles on how to provide exceptional customer service, true life ”WOW” stories from companies on how their agent’s customer service skills helped make a difference in someone’s day, and… we will be giving away amazing prizes!
Arise strives to partner with call center companies that are mindful of, and understand, the impact of excellence in customer service. These companies recognize that with extraordinary customer service trust is gained with clients, ensuring a successful referral system as they spread the word about Arise and its network call center companies to other organizations. Here are some great stories of businesses who have provided exceptional customer service:
“Last week I handled a case that made me truly feel like a ‘hero’ for the Major Roadside Service Assistance program. While servicing, I received a call from a distressed customer who had locked her keys in her vehicle with her baby inside. She was in a warm climate and was very concerned about the baby’s safety. She asked if I could remotely unlock her vehicle, which is not something that we are able to do. But I did NOT tell her what I could NOT do, nor did I just give her the phone number that MIGHT get her door open. I told her what I COULD do and was able to help this distressed customer. The first thing I did was get 911 Assistance on its way to ensure that the baby would be taken care of if we couldn’t get the vehicle unlocked successfully. Then, I saw her particular vehicle had UConnect with Chrysler, which allows her vehicle to be remotely unlocked. I did a 3-way call with UConnect and we partnered together to get the correct vehicle information so that the vehicle could be unlocked. We were able to successfully unlock the vehicle remotely just as the fire department was pulling up to break into the vehicle. The mother was extremely grateful her baby was safe and that the fire department did not have to break into her newly purchased vehicle and do any damage. I closed the call with the happy mom feeling very satisfied that I had been able to take care of this very serious situation in a timely fashion.”
– Susan, Owner of Susan’s Customer Service Solutions
“After sending our daughter off to school hundreds of miles away, I have the opportunity to focus on my business more. I said to myself that my customers will get “110% from me every day if I can help it!” One particular day, while servicing a Major Travel Exchange program, I spoke to a customer who was 85 years old, and having trouble understanding the website. She was in need of assistance and though we were on the phone for a long time, I could not rush through aimlessly. I logged in (as our system allows us to do), and mirrored her every move until she understood where to look and how to book her vacation. She was so grateful and expressed that I was the most kind, patient, and thorough person that she had spoken to in the 15 years that she booked vacations. I was delighted that she acknowledged my assistance, and felt as though I was able to make her day.”
– Felicia, Owner of The Gift Preparatory School In Closing
Mahatma Gandhi once said,
“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”
Delivering first-rate customer service is a tremendous opportunity for all! We look forward to hearing from you throughout Customer Service Week about the ways in which your company has delighted customers over the years and the rewarding happenstances encountered along the way.