We all know how crucial good customer service is to our business. A while back, Carl Doerksen pointed out that our “real boss” is not our manager or CEO but the customer.
The infographic below touches on some of the same points that Carl mentioned – things like following through with your promises, being knowledgeable about your company’s products and services, and treating people respectfully.
It’s interesting to note that Americans don’t think that any one industry has exceptional customer service over another. The only industries that more than 50% of consumers felt had “above average” and “exceptional” customer service were financial services and consumer electronics.
So which companies can you model your customer service programs after? Amazon and Trader Joe’s customer service was rated as “excellent.” Other companies in the top include Netflix, Apple, FedEx, Publix, Southwest Airlines, UPS, Nordstrom, and Marriott.
Who should you avoid being compared to? AOL, Bank of America, Comcast, Sprint, Capital One, Dish Network, Time Warner Cable, Wells Fargo, Citi, and HSBC had the worst ratings in 2010.
And let’s close this out with some food for thought from Kate Zabriskie. “Although your customers won’t love you if you give bad service, your competitors will.” If you don’t already have enough motivation to provide great customer service, maybe that the fact that bad service puts money in competitors’ pockets will inspire you.
Via: Get Satisfaction
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