Customer Service: A Lost Art
Most companies claim great customer service and low rates. However, as a consumer, we often find this not to be the case. We’ve all experienced poor service, whether a delayed order at a restaurant, a rude employee at a retailer, or waiting on hold for hours with a service provider. The result of this experience can leave you with a feeling of frustration and regret. After experiencing poor service, that low price has little significance as your only takeaway is the poor service.
Alternatively, when you experience great service, you leave satisfied and the price you paid often becomes secondary.
As business owners, we realize it takes more to gain a new customer than to keep an existing. Which of the above scenarios would your customers express about your business?
Answer the following questions for your business…
- What percentage of your monthly revenue is allocated of new versus existing clients?
- How would a typical client rate your customer service from a scale 1-10?
- Does your relationship vary from clients to employees to vendors?
- Is your business culture more focused on maintaining or gaining a client?
- How would your employees rate your company’s level of service?
Answering these questions may offer insight as to your level of customer service. If the results tend to be unfavorable, there are cost-effective steps you can take to improve your results.
Merchant Concepts has been in the service business for over 19 years. We realize that exceptional service is the core reason we have the lowest attrition rate in the industry! We also realize that in order to have exceptional service, there must be buy-in from EVERY employee within the organization. As a consultant in the merchant services industry, we have seen cost-draining customer service practices in almost every merchant category. Great customer service is more than a statement. It’s a mindset woven into the business culture.
Consider Nordstrom. Their customer service culture is legendary, which distinguishes them from other national department store chains. This is not by chance but the result of a carefully and strategically implemented policy. You too can achieve this level of customer satisfaction. But first, you must ask yourself if you’re willing to do what it takes.
If customer service is important to you of if you have any doubt regarding your customer service satisfaction level, contact us at 877-281-1460, email@example.com or at www.merchantconcepts.com for a free industry-specific customer service questionnaire and to see if you qualify for a free in-house consultation.
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