If you don’t take care of your customers somebody else will – A common saying. A customer does not only buy a product, the customer assumes customer service is also part of the purchase price.
In addition, customer retention is key, as it is very costly to continually source new customers.
89% of consumers stopped doing business with an organization after bad customer service. As it is very costly to continually source new customers, customer retention is key. Therefore, to retain customers, you must make a lasting impression on your customer.
Bad customer service is usually the result of an inability by staff to resolve a customer problem. The inability to solve the problem is frequently due to:
The key to good customer service lies in establishing up to date process documentation. This process documentation must also be accessible by all and show the interaction between information systems and processes.
“We found PRIME to be an extremely professional,
reliable and highly skilled organization.”
Director (Rail Safety Regulation), TMR