Service-Ability and Its Link to Profit

SERVICE-ABILITY

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Service-Ability and Its Link To Pro fi t

SERVICE-ABILITY AND ITS LINK TO PROFIT

Some years ago, the United States Chamber of Commerce carried out a survey that sent shock waves through the business world.

It showed that of all the customers an organisation loses, 1% die, 3% move away to another town, 5% develop other business transactions, 9% move to another product because of a recommendation, 14% defect because they are dissatisfied with the product or service, but a staggering 68% go elsewhere because they feel the business is indifferent to their needs. Psychologists know that people are stimulated by the offer of attention and become much more vulnerable to false messages if the person they are dealing with is not attentive to them and focused on their needs. Customer service is about how the experience is dramatised: how it is acted out on the stage of the customer interface. It is not just customer facing staff that matter either, but all staff, at all levels and all points of contact, over a spread-out process of customer service delivery. Every interaction is important and even one bad experience can destroy the value of the rest, preventing complete customer satisfaction.

If the service engineer is There can be no doubt that consumers form surly and unhelpful, the ‘A staggering 68% of customers opinions and make judgements about an customer will not go elsewhere because they feel organisation based on the employees with remember the delightful whom they interact. People do business and attentive sales the business is indifferent to with people after all. The process is packed person. If the delivery their needs.’ with all the basic issues that exist in human driver is late and doesn’t relationships and interactions, and in a go out of his way to world dominated by technology that is creating ever apologise and put things right, the quality of an more distance between the organisation and the excellent...