NATIONAL CUSTOMER SERVICE WEEK
1st to 7th October 2012
Acorn is pleased to announce that it will be supporting National Customer Service Week 2012.
What is National Customer Service Week?
National Customer Service Week is designed to raise awareness of customer service and the vital role it plays within an organisation. It is also an opportunity to say a big thank you to those who work in customer service for a job well done.
What is Acorn doing to support the event?
We are committed to excellent customer service and believe that this level of commitment comes from within an organisation. With this in mind during Customer Service Week our expert customer service training consultants have put together some simple dos and don’t to achieve and maintain good levels of customer service.
Click here to view or to forward on to a friend or colleague.
Why is customer service so important to a business?
The objective of any service driven company must be to provide the highest standard of customer care possible to ensure:
- the customer is happy
- they continue to come back to you
- they recommend you to others
Good customer care is vitally important because retaining existing customers is easier than finding new ones!
- it costs up to six times more to win a new customer than to retain an existing one
- customer excellence leads to loyalty and profit
This process starts with understanding what customers want and the product / service you are offering; if you understand and communicate this suitably, customers will have the confidence in you and your business. This is especially important as most people consider doing business with a company because of a recommendation by a friend or colleague.
Dealing with complaints is an important part of customer service – get this right and it becomes an opportunity for the business.
Dissatisfied customers spread the bad news which can undermine your business.
- the average person who has a bad-service experience tells at least nine others about it. 13% of people relate their poor experiences to more than 20 other people – bad news can undermine your business.
- 7 out of 10 customers will do business with you again if you resolve their problem
- 95% of customers will do business with you again if the problem is resolved on the spot
Don’t forget that internal customers are just as important as external ones! They need to feel as valued and supported as an external client. This is especially important if the company / organisation is large or spread over a number of locations where colleagues are often ‘names on a distribution list’.
The Acorn Group’s Learning and Development Division has a wealth of experience in delivering customer service training to companies and individuals offering accredited and non-accredited programmes. If you would like to know more or have any specific training requirements please click here to contact us or call 01633 674 555.