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Service Leads to Big Return on Investment
By Chris Howard | April 7, 2009
According to the White House study that I talked about in my last post, companies that actively pursue complaints and resolve them to the customer’s satisfaction can expect a return on their customer service investment of between 15% and 400%, depending on the industry.
What message should you be getting out of this? It pays to make it easy for someone to complain and then for you to handle that complaint quickly. In this day and age, this can’t be done any easier than dedicating a place on your website where people can contact you whether through a ticket system or some other modality.
Don’t make it hard to get in contact with your company. You can do something as simple as state, “Help Us Help You! By giving your honest feedback, you help us to strive towards outstanding customer service.”
If you show customers that you appreciate their input and make it easy for them to give it, the 70% who aren’t giving their input now, may well be able to take you over the top of all of your competition. While simple, this technique works…just try it!
Topics: Customer Service | 140 Comments »
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