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 .

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.

REASON #1 IS GOOD
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.

BUT REASON # 2 IS BETTER...(DO IT NOW...Q-U-I-K)
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.

Boss I Shrunk The Customer's (Don't you do this)

"Boss I Shrunk The Customer's" is the new Nightmare sequel for corporations who are losing customers because of a few mad CRM's who are trying to artificially expand your customer base without truly developing relationships with your clients. Here are two ways you can shrink the customers.

1.) Blindly applying a technological solution to every one of your customer issues and thinking that's the end all cure to all of your customer relationship problems. You've seen phone companies kill more customers than they could ever imagine when they put a huge automated phone service technology to managing their customers.

The End Result: Customer Migration...Causing people to get lost in the maze of the phone abyss until you frustrate the customer to death is one sure fired way to communicate to your boss that you've shrunk the customers.

2.) Attempting to grow your customer base exponentially without putting in the time, the genuine, and the sincere effort to grow your customer relationships one client at a time.

The End Result: Customers lose hope in the opportunity that maybe someday they would really find what it means to get uniquely diverse service from your organization. Creating hope is one of the only ways to avoid shrinking the customers.

If you can think of other ways you've seen companies shrink the customer let us know.