“Amazing customer service means taking ownership of a service issue and seeing the issue through to resolution. This creates a continuity of service for the client that builds confidence, corporate knowledge and responsibility for the client service representative.” — Steve Silver, Royal Banks of Missouri.
“Great customer service creates an environment for employees to be proud of their work, thereby resulting in employee retention.” — Ted Guhr, Director of Business Development, Tarlton Corporation
“The social customer’s ascendancy means that customer service is at the core of all business—be it sales, or even marketing and of course, customer support. Customers are turning to the people that they trust at companies to take care of issues or even queries, not necessarily the formal customer service representative. Customer service is a wrapper around all business operations and especially those that regard human interactions. Great customer service means a great company in the eyes of the customer—and it shows later on your bottom line.” — Paul Greenberg, CRM thought leader and author of CRM at the Speed of Light (4th edition)
“Service standards keep rising. As competitors render better and better service, customers become more demanding. Their expectations grow. When every company’s service is shoddy, doing a few things well can earn you a reputation as the customer’s savior. But when a competitor emerges from the pack as a service leader, you have to do a lot of things right. Suddenly achieving service leadership costs more and takes longer. It may even be impossible if the competition has too much of a head start. The longer you wait, the harder it is to produce outstanding service.” – William H. Davidow, Partner Mohr, Davidow Ventures
Statistic: 90% of North American firms consider customer experience important or critical to 2010 plans. 80% of the firms would like to use customer experience as a form of differentiation. — Forrester’s “The State of Customer Experience, 2010”
“America is ripe for a service revolution.”-Harvey Mackay, author of Swim with the Sharks Without Being Eaten Alive: Outsell, Outmanage, Outmotivate, and Outnegotiate Your Competition
“Amazing customer service allows better communication with your customers to get feedback and improve products and services, therefore protecting future growth.” — Kevin Baum, Founder, inCenturgy
“Companies can boost profits by almost 100 percent by retaining just five percent more of their customers, whether you are a Big Six accounting firm, Microsoft, or Olga’s Blintz and Borscht Parlor.” – Frederick Reichheld and Earl Sasser, management consultants.
“A dissatisfied customer, who feels that you made things right, will be one of the most powerful customer evangelists you could have. They will be telling their friends, family, and associates how you fixed their problem when they were expecting the worst possible outcome. In contrast, a dissatisfied customer will spend at least as much effort to discredit your company. — Perry Jarlsberg, Superior Services Solutions, Inc.
“Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1.” — Stew Leonard
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