Service Recovery Critical to Keeping Customers AUGUST 2021
Every organization screws up every week and probably every day. You have two choices. Focus on keeping the customer or let them defect.
It appears most large firms have unlimited marketing money so they believe that it really does not matter.
Frederick Reichheld at Harvard Business Review has research that shows if you can reduce your defection rate by half you can double the growth of your business. If you can reduce the defection rate by 5% you can have profit swings of 25-100%.
To say I am sorry is good customer service but it is NOT Service Recovery. When your company makes a mistake you have an opportunity to keep the customer or run for cover, lie or put the blame on someone else. Your flight is delayed 4 hours. The gate agent says, I am sorry. How do you feel? Are you satisfied? Your family was expecting you at 3 PM but know you will arrive at 7 PM.
In the US about 80% of employees lie and do anything possible to get rid of the customer. They know the customer will never remember who they talked to. They also avoid confrontation.
I can count on one hand all the times in my life I have heard an employee say, I am sorry. I made a mistake and its all my fault.
SQI has 12 online learning programs you can use. If you have individuals that need tailored learning you have a variety of programs to choose from. They are affordable starting at $97 and drop in price for volume. Each course allows a free preview.
Sometimes you only want to train one or two people. Online learning is a much more affordable option.
Coaching for Success is ideal for any manager, supervisor or leader that wants to improve their ability to learn how to motivate and inspire their staff for greater success.
Certification Seminar in Minneapolis November 8-11 Live and Virtual
Our next Certification seminar is November 8-11 in Minneapolis, Minnesota. It will be live and virtual using Zoom. If you want to be certified and learn how to facilitate Feelings, our Flagship program and Leading Empowered Teams this a powerful way for you to advance your credentials and career and be able to buy participant material for these 2 programs at an 85% discount off your seminar prices.
We are using the Crown Plaza Hotel next to the Mall of America, the largest mall in the US. There is no sales tax on clothing in Minnesota and almost everything in Minnesota is less expensive than in other parts of the US and world. Rates are discounted to $100 night single or double. Breakfast included. Bring an empty suitcase to handle all the great buys while in Minnesota.
Service Quality Institute is the only firm in the world that has enough customer service training programs where you can introduce something fresh and new every 4 months for more than 4 years. One-shot programs are helpful but what are you using to maintain the momentum? If you want to create a culture of great service you need a sustained process. It is dangerous to keep putting adults through the same program. Your biggest expense is labor costs. When the listening switch is turned off you waste all your money. Visit this link to learn more. SQI has channel partners all over the world that can help you.
John Tschohl Ranked #2 in the world for Customer Service Guru
Thanks to many of you I was voted #2 Customer Service Guru in the world. Below is the award. Thank you for your support.
Customer service in the world because of COVID-19 is the worst it has been in 40 years. Not enough organizations understand the service strategy. Those firms who focus on superior customer service will own and dominate the market.