Monday, June 16, 2008

Good Customer Service is Needed to Maintain Trust

Disgruntled customers just want to know that their complaints are being heard, and that the company is doing something to try and rectify the situation. This post on CRM Daily mentions that the results of a survey conducted by the Better Business Bureau show that 1 out of 5 people cite that customer service is a prerequisite for building trust in a business.

Angry customers are generally not a lost cause. Another study conducted by Harvard shows that an unhappy customer can become a repeat customer almost 80% of the time. The business must take appropriate steps and action to provide phenomenal customer service to exceed the consumer’s expectations.

Since customer service representatives are your first line of defense from losing a customer, very well trained, courteous, and knowledgeable staff is needed to solve disputes. Every business should work on improving customer service and its retention ratio. After all, it costs a lot more money to gain a new customer than to maintain an existing customer.

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