Regular readers of this blog will be familiar with my customer service 'obsession'.
If I were to make an educated guess, I would imagine that anyone over the age of 21 has experienced a mix of both 'good' and 'bad' customer service.
It all boils down to whether a purchasing experience (either of a product or service) meets the expectation(s) of the buyer.
Wrapped up in this are two main things:
1. Whether the purchaser achieves their goal with ease (e.g. getting their deal at a reasonable cost, in a speedy and efficient manner)
2. Whether the seller doesn't 'break' any of the buyer's personal 'rules' (e.g. not keeping to a delivery schedule, ignoring emails/telephone calls or being rude or indifferent to the customer.)
Customer service is relatively easy when you look at things in these simple terms.
Ignoring them can seriously impact corporate reputations.
Of course, there are variables which can affect things: the size of the business, nature of the product or service, customer demand, staffing levels, corporate policy, industry 'norms' (e.g. in the telecoms industry, 'churn rate' [i.e. customers opting out of a particular service] and general trading conditions), et cetera.
Nonetheless, and especially during an age where customers are more vocal and increasingly tech savvy, it's a good thing for businesses to be aware of a number of customer service myths that may ultimately affect the way they approach looking after the people and organisations responsible for their continued profitability and, ultimately, their very existence.
Today's infographic is from the cloud computing and customer relationship management firm, Salesforce.com.
Thoughts on customer service, communication and, of course, reputation management.