Author: Ellen Dohm
A recent poll by SurveyMonkey confirms that great customer service definitely pays off. A whopping 72% of customers say they’re “very” or “extremely” likely to purchase from a company because of their reputation for outstanding customer service. But what is great customer service? The survey revealed the following aspects of customer service from most important to least.
- The ability of the Customer Service Representative (CSR) to clearly understand the clients request and knowledge of the product
- The ability of the CSR to resolve an issue
- Timeliness of response/resolution
- Personality and friendliness of CSR
- Quick and easy access to CSR
- CSR communicates authentically
- Receipt of an unexpected discount or freebie
- CSR provides additional information or service the customer needs but didn’t request
If you give your customers an excellent customer service experience, they’re more likely to recommend you to others.
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