Who Has the Best Customer Service? Report Highlights Jeers and Cheers by Industry
September 11, 2015
“The customer is always right” is an age-old adage that urges customer service reps and businesses to put customer service at the top of their priorities lists. There are fewer things that can harm a company more than a bad customer service experience; dissatisfaction amongst customers has a significant financial outcome for businesses in lost revenue. Customer support is the opportunity to connect to your customers on an emotional level. So who does it best and who could use a few lessons in basic customer service?
Consumer Reports’ survey demonstrated which industries have excelled in customer service and those have pretty abysmal results.
As a consumer, you’re more likely to get a good experience from fast food chains, pharmacies, brokerage firms, auto insurance agencies, and credit unions. Perhaps not surprisingly, computer tech support companies and appliance repairers did the absolute worst when it comes to satisfying their customers.
All too often, businesses focus on selling a product or service and not supporting their brands and offerings after a sale has been made. Sales revenue is great, but the name of the game is happy, repeat customers. The quality of customer service from your business directly affects the success or failure of your company online. You can invest a large sum of money into the best sales professionals, but if your customer service processes are sub-par – you will see minimal results, if any.
For the industries that have let their customers wait on hold, or ignored calls completely, implementing a omni-channel approach with the right agents could be a way to avoid disaster. The customer experience that generates positive reviews and brand loyalty today delivers accurate, relevant and personalized information on an individual basis. Implementing a truly all-inclusive customer experience model for a multi-channel approach is critical. Integrating everything from online support to tracking customer interaction has proven to be successful and is not just good customer service, but distinguished engagement.
Conversely, if you’re doing it right, keep going. Forming and maintaining relationships with customers is one of the most important aspects of running a business. Without happy customers, it’s hard to thrive in any industry and long-term success can be jeopardized. That’s why it’s so advantageous to really hone in on customer service processes.
Edited by Maurice Nagle
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