Only 29% of the UK’s small businesses believe that customer service is a key differentiator in today’s competitive marketplaces. This compares to 88% of Spanish businesses and 77% of Italian businesses who see customer service as being the differentiator that helps them stand out. 81% of customers would be willing to PAY MORE in order to receive superior customer service Your customers are the lifeblood of your business – here are some things that you can do to make sure that they remain loyal to your business and that you build a reputation for providing fantastic customer service. THE PROVIDING GREAT CUSTOMER KEYS TO SERVICE £ £ Source: http://www.businesszone.co.uk/blogs/andyhanselman/compete-or-get-beat/25- customer-service-statistics-2012-help-you-2013 When companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more with the company. When asked what were the key drivers for a customer to spend more with a company 40% said improvement in the overall customer experience and 35% said provide quick access to information and make it easier for customers to answer questions. Source: http://www.businesszone.co.uk/blogs/andyhanselman/compete- or-get-beat/25-customer-service-statistics-2012-help-you-2013 Offer multiple options when it comes to getting support 1Not all of your customers will want to get support from you in the same way, some will be more comfortable picking up the phone; others will contact you via email or social media. Make sure that your customer’s preferred ways of getting the answers that they need are available. Empower your customer service team 3 Make sure that your customer service team have access to the information that they need, and the power to solve your customer’s queries. The top 5 things that create a decrease in customer loyalty are: • Being transferred between staff • No response to an email • Length of time on hold • Being unable to reach a human • Unknowledgeable staff Monitor your performance 2 How are you doing when it comes to customer service? Monitor customer feedback and complaints regularly, and if you see a pattern or notice areas for improvement, make sure that you address them. Put your customers at the centre of your organisation 4 It’s not only your customer service team that are required to deliver five star customer service. Every member of staff within your organisation should have the customer at the centre of what they do every day. Source: https://blog.bufferapp.com/social-media-for- customer-service-guide Source: http://www.businesszone.co.uk/blogs/andyhanselman/compete- or-get-beat/25-customer-service-statistics-2012-help-you-2013 Source: http://www.businesszone.co.uk/blogs/ andyhanselman/compete-or-get-beat/25-customer-service- statistics-2012-help-you-2013 Customer Loyalty customer feedback Monitor &address ALL

The Keys To Providing Great Customer Service

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Page 1: The Keys To Providing Great Customer Service

Only 29% of the UK’s small businesses believe that customer service is a key differentiator in today’s competitive marketplaces. This compares to 88% of Spanish businesses and 77% of Italian businesses who see customer service as being the differentiator that helps them stand out.

81% of customers would be willing to PAY MORE in order to receive superior customer service

Your customers are the lifeblood of your business – here are some things that you can do to make sure that they remain loyal to your business and that you build a reputation for providing fantastic customer service.

THE PROVIDINGGREAT CUSTOMER

KEYS TOSERVICE

££Source: http://www.businesszone.co.uk/blogs/andyhanselman/compete-or-get-beat/25-customer-service-statistics-2012-help-you-2013

When companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more with the company.

When asked what were the key drivers for a customer to spend more with a company 40% said improvement in the overall customer experience and 35% said provide quick access to information and make it easier for customers to answer questions.

Source: http://www.businesszone.co.uk/blogs/andyhanselman/compete-or-get-beat/25-customer-service-statistics-2012-help-you-2013

Offer multiple options when it comes to getting support1Not all of your customers will want to get support from you in the same way, some will be more comfortable picking up the phone; others will contact you via email or social media. Make sure that your customer’s preferred ways of getting the answers that they need are available.

Empower your customer service team3 Make sure that your customer service team have access to the information that they need, and the power to solve your customer’s queries.

The top 5 things that create a decrease in customer loyalty are:• Being transferred between staff• No response to an email• Length of time on hold• Being unable to reach a human• Unknowledgeable staff

Monitor your performance2 How are you doing when it comes to customer service? Monitor customer feedback and complaints regularly, and if you see a pattern or notice areas for improvement, make sure that you address them.

Put your customers at the centre of your organisation4 It’s not only your customer service team that are required to deliver five star customer service. Every member of staff within your organisation should have the customer at the centre of what they do every day.

Source: https://blog.bufferapp.com/social-media-for-customer-service-guide

Source: http://www.businesszone.co.uk/blogs/andyhanselman/compete-or-get-beat/25-customer-service-statistics-2012-help-you-2013

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