Customer Experience Statistics
- U.S. companies lose more than $62 billion annually due to poor customer service
- After having a positive experience with a company, 77% of customers would recommend it to a friend
- 96% of companies believe employer brand and reputation can positively or negatively impact revenue, yet only 44% actively monitor the impact of their brand
- 89% of consumers have stopped doing business with a company after experiencing poor customer service
- 55% of consumers would pay more for a better customer experience
WHEN YOU ARE GOOD BUT NOT GOOD ENOUGH
1 Reconciling With Customers That Are Highly Frustrated With Your Customer Service
From a customer service standpoint, something will inevitably happen, and the customer will get frustrated. A customer calls your customer service for a product or service received, and it takes forever to get through to someone who can help. They then transfer the call to someone, and they keep asking the customer the same questions repeatedly. Call transfers can be tricky and frustrating and can cause the company to lose that customer.
If you have such a highly frustrated customer and want to flip it and make their experience special, the first thing to come to mind is to give them your full attention. Allow the customer to explain why they are frustrated or have trouble with your company or your service. Take your time to resolve the situation by offering them a discount if possible or some incentive to alleviate the customer’s pain. Show the customer you hear them. Give them an alternative solution to their problem.
Today, it is appalling how quickly people move on, and depending on the product or service, they can opt for an alternative. But it seems like it is an opportunity to have a conversation and to understand. If it is an internal customer (of course, there is also an external customer), and you take an extra five minutes with the customer to ask a few questions. Ask, What is wrong? What happened? How can I make this experience better for you? What can I do to get you to come back and continue to use our services? Giving the customer that extra time can mean a lot. Now the customer will have confidence that you understand and will take time to resolve any future issues.
From another perspective, do employers help employees at all levels understand who the customer is? What is the employee’s connection to the end goal with the customer? Sometimes, employers cause their employees to have harmful interactions with customers, probably due to internal technical and business goal pressures on employees.
For a better customer experience, employers must equip their employees to interact with customers better. This equipping works by the company making employee training and development a priority. Setting the right priorities will ensure employees spend more time with the customer and learn how to handle different situations and scenarios better. If the service rep runs into a scenario that they cannot take care of themselves, their training will clarify how, when, and whom to escalate. Proper escalation is another area of training or improvement that the employer can prepare their employees for when any of these situations arise.
75% of customers believe it takes too long to reach a live agent. – Harris Interactive
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