Sales & Service Tip Of The Week

How many customers don’t complain, you just lose them?  A Better Business Bureau statistic says 96% of dissatisfied customers do not complain of poor service.  Yet 95% of dissatisfied customers will become loyal customers again if their complaints are handled well and quickly.  Interesting huh?  Can we avoid possible problems, concerns or issues before they are raised?  Every service action with a customer is called a point of interaction.  There are many “points of interaction” with the customer in the delivery of the products and services you provide.  A “moment of truth” occurs whenever and wherever there is customer contact, because that is the moment when the customer forms a perception of your company, its people, its products and services.  The key to all this is to list each “point of interaction” you have with customers, identify the problems that can happen at each interaction point, and finally, list the corrective action needed to solve it.  Keep in mind that the goal is to exceed customer expectations.  Review with your team members in your department, standardize the “points of interaction” and document the possible problems and action needed to correct it.  It’s the first step to providing quality service!