The Customer Rocks the Crown
We’ve probably all heard the phrase ‘the customer is the ultimate king.’ Or ‘the customer is always right.’ You might even have been reprimanded by your boss due to a disagreement with a customer or a complaint that was raised due to a glitch in service delivery.
78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. (Source: American Express Survey, 2011.)
Most, if not all of us, have to deal with ‘difficult’ customers at some point. Ironically, we might have been that difficult customer in an alternate situation. We always tend to see only one side of the coin, but the truth is customer service is an every-person game. Some customers are too picky; some want too much detail while others are very specific about their privacy and the customer service. You see, companies and their superstructures understand that a customer lost from a disappointing experience which was not resolved is lost forever.
Forbes estimates that companies lose about 62 billion dollars each year due to poor customer service, and the ripple effect translates to years.
We don’t have the luxury or fine pleasure of having a monopoly of supplying every possible good or service under the sun as one company. Which effectively means that customer service representative on one end of the hotline will also be a customer on the other end at some point.
A customer complaint will usually be gift-wrapped in anger and delivered with a hint of apathy and sarcasm on the side.
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