Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s online support pages, where I was quickly offered four options: bring the product into a store, send it in for repair (which I could schedule online), start a chat, or set up a call. With a few keyboard clicks, I had a shiny, new ‘issue ID’ and had initiated a call.
On my call, I avoided the phone menu entirely because the automated system knew who I was and why I was calling. I was placed in the appropriate queue with an acceptable five-minute wait time. The rep who answered knew who I was, why I was calling, had my warranty information, and we jumped right into troubleshooting.
Why can’t all companies do this? The principles that guide effortless customer experiences seem basic. But the truth is, it is difficult to get customer service basics right, and many organisations don’t. Run-of-the-mill customer service annoyances are still maddeningly common, yet the consequences to businesses are dire. You have probably seen these or similar statistics: 88 per cent of customers consider customer service when they contemplate a purchase, and 58 per cent stop doing business with a company after a poor service experience.
Resolving service frustrations is often among the first stops for any organisation working to improve their customer experience. Here are five universal frustrations that can point you in the right direction.
Do not make me wait
Esta historia es de la edición August 2021 de Indian Management.
Comience su prueba gratuita de Magzter GOLD de 7 días para acceder a miles de historias premium seleccionadas y a más de 9,000 revistas y periódicos.
Ya eres suscriptor ? Conectar
Esta historia es de la edición August 2021 de Indian Management.
Comience su prueba gratuita de Magzter GOLD de 7 días para acceder a miles de historias premium seleccionadas y a más de 9,000 revistas y periódicos.
Ya eres suscriptor? Conectar
Trust is a must
Trust a belief in the abilities, integrity, values, and character of any organisation is one of the most important management principles.
Listen To Your Customers
A good customer experience management strategy will not just help retain existing customers but also attract new ones.
The hand that feeds
Providing free meals to employees is an effective way to increase engagement and boost productivity.
Survival secrets
Thrive at the workplace with these simple adaptations.
Plan backwards
Pioneer in the venture capital and private equity fields and co-founder of four transformational private equity firms, Bryan C Cressey opines that we have been taught backwards in many important ways, people can work an entire career without seeing these roadblocks to their achievements, and if you recognise and bust these five myths, you will become far more successful.
For a sweet deal
Negotiation is a discovery process for both sides; better interactions will lead all parties to what they want.
Humanise. Optimise. Digitise
Engaging employees in critical to the survival of an organisation, since the future of business is (still) people.
Beyond the call of duty
A servant leadership model can serve the purpose best when dealing with a distributed workforce.
Workplace courage
Leaders need to build courage in order to enhance their self-reliance and contribution to the team.
Focused on reality
Are you a sales manager or a true sales leader? The difference, David Mattson, CEO, Sandler® and author, Scaling Sales Success: 16 Key Principles For Sales Leaders, maintains, comes down to whether you can see beyond five classic myths that we often tell ourselves about selling.
