Home' Border Enterprise : May 2012 Contents ENTERPRISE DIRECT MAY 2012
ED CUSTOMER CARE
THIS is the last thing a business owner
wants to hear from a customer.
It is a proven fact that customers will
repeatedly do business with companies
that provide exceptional service. However,
they will simply pay more money and
take their business elsewhere if they are
not completely satisfied with the way a
company treats them.
Businesses, on the other hand, cannot
afford to lose customers since their
credibility and reputation is highly
dependent upon a customer's experience
A customer service report from American
Express last year, which surveyed
thousands of people across 10 countries,
revealed that Australians are among the
most vocal complainers in the world.
We tell an average 23 people about bad
service compared with the 10 people who
will hear about a good service experience.
The survey also showed that 65 per cent
of Australians said they would always tell
people about their bad experience.
Customers also respond to bad service
with their wallets, the research shows, with
86 per cent of Australians having ditched
a purchase and walked out of a store
because of poor service.
The findings backed up an earlier dining
study for American Express, which found
that on average people were 50 per cent
more likely to complain to others than to
complain directly to the restaurant or cafe.
The bottom line is that local businesses
have to work harder than their overseas
counterparts to attract and retain
The major component in providing
exceptional customer service is the tried
and true Business Rule No. 1 - that the
customer is always right. (Rule No. 2. If
the customer is wrong, see Rule No. 1).
Of course, there are many other factors
that contribute to excellent customer
service support including hiring competent
and knowledgeable staff and finding fast
and novel ways to respond to enquiries. In
addition, a strong customer service team
can be an effective way in which businesses
can easily establish a solid rapport with
existing and prospective clients in addition
to finding out ways to improve products
Providing exceptional customer service
will give any company an advantage over
their competitors. For new businesses
it is also an immediate means of gaining
credibility and public recognition.
In this first edition of Enterprise Direct
we talk to local businesses about their
strategies for providing top line customer
service and the experts give their tips on
how to attract customers and keep them
ABN: 92 609 079 771 VIC LIC: DB-L-U 36037 NSW LIC: 226635C AW1074616
Landscapability is an Albury/Wodonga based
family company specialising in high quality design
and construction for domestic landscaping.
At Landscapability we pride ourselves on the high
standard of our finished product. We provide
customers with project management, expert
advice, reliability and personal service that will
have your neighbours Green with envy.
Call us on: 0419 288 798 or 6026 8231
or email. email@example.com
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