If you are a WOW customer moment of truth, and the average customer walking and tell 5 people about this experience.
If you are unable to meet customer requirements at the moment of truth, and customers are very likely to say 11 people have a problem with the company.
If you drop the ball with the customers at the time of the truth, but will bounce back quickly with a client, and research shows that the customer will tell up to 17 people for service recovery.
Do you have that? Customers will tell 5 people if you F, but if there was a problem and resolved quickly, and will tell you more than three times as many people as they are if there is no problems have occurred at all.
One of the fastest and easiest ways to grow your bottom line is to provide front-line workers in the special skills needed to respond to complaints and problems, so that it regains full of good faith and restore the confidence of customers.
Read on to find out exactly how to do this.
1. Solve problems as soon as possible. Faster than the resolution, good luck to the continued loyalty. Found on the canvas, and the company that 95 percent of customers remain faithful complain if their complaint has been resolved in the first contact. And that number had dropped to 70 percent when the complaint is not resolved immediately. In fact, the speed of decision has a greater impact on the future of the loyalty that the decision in itself. Try to resolve complaints at first contact, and when it is not possible, the final decision must be made within 5 working days of 10 to be preserved and retained.
2. Give them nothing. Coupons, samples of the product and the other free to have an impact on the loyalty of service after the failure occurred. A few years ago, and gave me American Airlines frequent flyer 7,000 km after suffering from a terrible delay. This is a gift from miles away, and that was enough for me to come back. But do not take my word for it: a study of the Association of Professional Consumer Affairs (SOCAP) found that 58% of consumers complain that something got in the mail as a result of their contact has been made in the Departments of the consumer, against only 40% of those who received anything. Giving customers a symbolic items such as coupons or samples of the product, and service after the failure of both increases the perceived value, and works to maintain loyalty.
3. Do not allow friendlier, and the staff very helpful, and diplomatic talks with customers. Courtesy of staff and position are key factors in preparing to regain customers who have a problem. Customers in contact with companies such as the problem to talk with someone polite, professional and understanding. In addition, employees should be competent in communicating with diplomacy, expressing empathy, which represents a credible and convincing in times of stress for consumers. Attitudes and behaviors of front-line professionals are lasting impressions with strong customer and if these impressions are positive or negative.
4. Encourage people to "Be Djemby." Remember not Djemby no personality --- green rubber Eddie Murphy portrayed hilarious even on Saturday Night Live? In my seminars, I teach employees to "Be Djemby" When it comes to dealing with customers. Djemby being, I mean, do whatever it takes to serve customers. This includes to be flexible, leaning on his back, and do a 180 degree turn when heading a different direction from the task of client impact. One can even say that standing on your head. The idea is to be totally customer-focused. Djemby be guaranteed, will always make the customers happy.
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