Are your employees providing great customer service? Based on the findings of a Research Institute of America study, they better be. Some of their eye- opening findings:
- only 4% of unhappy customers bother to complain;
- for every complaint we hear, 24 others go unreported;
- 90% who are dissatisfied with the service they received will not come back or buy from you again;
- and 68% of customers who quit doing business with an organization do so because of company indifference.
While many companies preach the importance of good customer service, the word isn’t filtering down to those employees who have direct contact with the customers. Why? Begin by taking a good look at the level of employee engagement in your workplace.
When employees are fully engaged, they come to work every day, are more productive, make fewer mistakes, and consistently outperform other organizations whose employees are disengaged. In fact, the Gallop people report those organizations enjoy 86% higher customer ratings.
Look at your organization. Make sure you’re providing great customer service. If you are not, take steps now to change this. Remember, it takes 12 positive incidents to make up for one negative incident in the eyes of the customers.