By Mike Karlskind, VP of product marketing, ClickSoftware, www.clicksoftware.com
Tips for providing the kind of service your customers really want.
Providing exceptional customer service is the cornerstone of any service organization’s reputation and bottom line. In fact, “organizations that achieve an 80 percent or greater level of customer satisfaction retain more customers and drive more revenues” (Aberdeen Research 2013 State of Service Management). But research indicates that while companies understand the importance of customer service, the majority fail to provide an exceptional experience.
What’s the disconnect between a service provider’s intention and the actual customer experience? Sixty-eight percent of consumers leave because of what they perceive as indifference (The Ultimate Marketing Plan by Dan S. Kennedy). Instead of indifference, you should take advantage of every moment during a service experience to make a difference. How do you simultaneously wow customers while not burdening them by requiring too much time or input?