Tuesday, July 26, 2005

Do Customer Care Centers...Care?

It appears that my marketing expert friends at Marketinprofs.com are truly concerned about Customer Care Centers. They're less concerned about whether the customer service representative has an accent or speaks with American overtones. One thing they have decided upon is that regardless of whether the customer care center is located state side or overseas the most important factor is not location...but it's true customer service. You can observe some of the answers given at this link if you'd like to look into this well discussed topic (look here) http://www.marketingprofs.com/ea/qst_question.asp?qstID=8835 .

Thursday, July 14, 2005

FAST Resolutions Save Customers

In an imperfect world you're bound to dissappoint a customer. Well honestly speaking you might dissapoint a customer or two or maybe even three...(dozen) or so if you're not careful. But I'm going to share with you real quickly from a statistic I read why it's important for you to resolve your customers problems as quickly as you can.

PASS IT ON......(Q-u-i-c-k-l-y NOW)
Pass this information on as quickly as you can to all your staff members but in particularly your Customer Care, Customer Service and CRM's. The quicker you get this information to them the better for you and here's why it makes a huge difference to get the information to them quickly.

One good reason why it’s important for you to resolve your customer’s problem is…
50-74% of customers who complain about your bad service will do business with you again if only you resolve the problem.

The second but most important reason why it’s important for you to resolve your customer’s problems quickly is…
95% of those customers (the ones who complain about your companies bad service) will immediately do business with your company again if only you resolve the problem quickly.

So get to goin' and resolve that problem right now and do it fast.