Six Ticket Monsters of Customer Service and How to Banish Them
If you believe customer service is THE most important thing to make your customers stick to you, love you, and eventually become your most enthusiastic promoters, you’re headed in the right direction. And if you don’t, here are some fascinating numbers that will make you think otherwise.
“On average, loyal customers are worth up to 10 times as much as their first purchase.” – White House Office of Consumer Affairs
“5-20% probability of selling to a new prospect, 60-70% probability of selling to an existing customer” – Marketing Metrics
“News of bad customer service reaches more than twice as many ears as praise for a good service experience.” – White House Office of Consumer Affairs
“It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.” – White House Office of Consumer Affairs
“3 in 5 Americans (59%) would try a new brand or company for a better service experience.” – American Express Survey, 2011
“78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.” – American Express Survey, 2011
Go ahead, ignore all those, if you must. Continue being JUST the sales guy if you still don’t believe in after-sales support. However, if you do, Zendesk has put together a great SlideShare on the top six most menacing customer service tickets clogging up your queue. Here’s what they suggest in a nutshell. No matter what the crisis is, adopt this mentality that a considerate and calm approach is a must. Regardless of your sincere efforts and training, there will be unhappy customers.