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customer service is one of the characteristics of high performing companies. In fact, Accenture’s recent research has found that companies with high technological content, superior service to the media is practically required to secure more repeat customers and defense.
But many companies fool themselves into believing that their service experiences to contact their customers. While the companies themselves to applaud the “improvements” that have made their ability to provide services, dissatisfied customers are desperate to find suppliers, and often find alternatives, the most coveted high-tech products today.
While great service to inspire great loyalty, average or slightly above average service will remain important customer churn.
According to Accenture’s Customer Technology support industry and Service Survey (as monitored executives at both the global high-tech companies and consumers cutting-edge products and services) by about 75 percent of consumers said that if they had a “high” level of satisfaction that they buy from the provider again.
But surprisingly, said he was only about a quarter of consumers would buy again from a company that, in their minds, only gives the average and only 19 percent said they could be more loyal to the company. This means that the company whose customer service capacity is only as good as its competitors are likely to lose nearly 75 percent of its customers and companies with which customers have a moderately high level of satisfaction is to have only about half of these customers to buy from again .
Satisfied with the customer service is directly linked to the tendency to be a repeat customer.
There is a big difference between business and how customers perceive the situation to customer service, and the priorities that each service.
Eighty percent of high-tech executives in our study described the satisfaction of the customers in its global customer base as moderately or very high, with 54 percent rating their service and support for 8 or higher on a scale from 1 = poor and 10 = excellent. But 57 percent of the surveyed consumers feel a bit “upset, very upset or very upset when they enter the channels of customer service from suppliers, and 78 percent still believe that their customer service provider is equal to or less the level of service offered by competitors.
In addition, reported 77 percent of high-tech executives who have implemented new customer self-service over the past two years and a large majority of these new features has led to faster resolution of customer problems and increase customer satisfaction. But almost half (46 percent) of consumers surveyed said they had access to channels for customer support between two and four times to solve their problems.
And while the “new business capabilities,” a third of consumers that their experience with customer service providers both for themselves and 22 percent said it was worse two years ago. Overall, 61 percent of consumers believe technology has improved the service they receive from high-tech companies.
Finally, two consumer requests for customer service is important to have their problems solved completely (the first, mentioned by nearly 70 percent of respondents) and fast (in second place, nominated by 65 per cent). However, the main agenda item of services for businesses increased revenue opportunities from services and support. Similarly, while only 11 percent of consumers said they value the ability to solve their problems with the online tool, nearly 40 percent of high-tech executives said the increase in customers the opportunity to help themselves through the web was an agenda item for the first three in the following years.
Four key steps to help high technology companies to deliver the type of services demanded by customers.
Given these challenges, as well as ongoing operations, competitive market forces should stop making high-tech incremental improvements in how they respond to customers’ request “for assistance and instead completely reinventing customer support and service. Four key steps should be part of this work:
1st Address customer support early in the life cycle support.
As a customer asks for help with the escalation of a company, the cost of serving the customer and their needs to increase dramatically. It is therefore important for companies to do what they can to solve customer problems as quickly as possible, providing effective self-service options that allow customers to quickly and easily solve most problems without help – but do it in a way that is sensitive to customers’ concerns about self-help techniques.
2nd Use technology more effectively.
Companies should make use of the technology used to make it easier for staff, customers and partners channel to find what they need to solve customer problems. “For example, a content and knowledge management – with a sophisticated search engine for technical content and processes display and supplemented with new technology and knowledge infrastructure – significantly reducing calls to support staff and time reinforcing agent, while first call resolution of the problem.
3rd Train and develop agents to be more capable and staff.
Since consumers tend to prefer the human touch when looking for advice, the agents must be well equipped for their work. more extensive training and development, along with new incentives, are called to encourage and reward appropriate behavior, personal agent.
4th Create a superior customer experience.
Create a differentiated requires positive operating experience organizations to shift their thinking from the service after sales service sells the product, the service is Optional for the service is built into the product or solution, and the service is run as a cost center (the “call avoidance” as a key) The service is operated by a profit (with customer intimacy is part of the differentiation).
What tools, techniques and resources available today for companies to create world-class customer service skills to our clients’ expectations while remaining fiscally sensible. While these abilities can be considered as an option for many businesses today, which really has become a necessity for very competitive, the organizations aim to strengthen customer loyalty and high performance in a changing world.
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