Customer service is widely recognized as one of the biggest factors that affect not only the sales but also the overall success of a business organization. In fact, the 2013 report from Aberdeen Group stated that organizations that reached more than 90% customer satisfaction rate achieved an annual 6.1% in service growth, 3.7% growth in overall revenue and an 89% level of customer retention.
But ensuring great customer service in every interaction these days has become more challenging than ever. Equipped with the internet and the social media, modern buyers doing more research and due diligence ahead of time before ever contacting a salesperson. More importantly, customers want their voices to be heard and concerns are resolved immediately without having to wait for a consultant to be available.
The cumulative impact of all these factors means that a single mistake can turn the relationship sour, and worst – affect the salesperson’s reputation and even the organization’s long-term success. One of the ways to ensure positive customer service is to educate the employees about the latest customer service challenges and the necessary actions they need to take in order to minimize the risk of losing clients.
As we progress further into the digital age, it would be smart to keep updated with latest challenges that may impede your success of delivering a top-notch customer service experience. Below are the key points from the infographic below from Sparkle Training which discusses the customer service challenges of the 2010’s and how to solve them.
- Personalisation of the customer
- Having a holistic view of the customer.
- Ensuring operational efficiency.
- Leveraging different customer touchpoints.
- Engaging a disappointed customer.
To learn more about this topic, just read the infographic below.
Infographic by Sparkle training