This is the finding from the Microsoft Customer Service Study here.
90% of customers value the quality of customer service when choosing or remaining loyal to a brand.
When asked how many stopped doing business with a brand due to poor customer service?
About 60%, more than half. I can relate to that. I stopped doing business with the NAB bank because of terrible customer service.
What I found surprising in the report is what the main problem with customer service was not actually how polite or friendly they were but
* The inability of the agent in understanding their problems.
* The lack of knowledge of the agent handling the problem.
*The inability of the agent in resolving their problems.
Obviously, people are looking for companies to provide solutions to their problems. I can relate to that too. I went looking for a war game to buy as a present for a friend. I went to a shop, and they had the stuff but not a clue on the product. I was unsure, so I looked in another shop. They had a guy who played and knew these games. He was a big help, so I brought the game there.
Your staff need to know their stuff, be helpful or it will cost you.
