Rates and products offered may differ from state to state. To see the rate and offering available to you, please select the state where you bank. (Your privacy is important to us—see our Privacy Notice)
Excellent service can be a determining factor for customers when deciding where they are going to purchase goods and services, and whether or not they return for future purchases. Since a large percentage of revenues come from existing accounts, and it can cost up to five times as much to attract a new customer than to retain an existing one, keeping them happy just makes good economic sense.
Customer Service Defined
Customer service captures a wide range of actions and responses. These include your customer's perception of the quality and price of your product or service, delivery, response to questions, problem resolution, and contact with employees or your business website. Basically, customer service is a component in all aspects of your business.
According to extensive research, customers expect certain basic amenities. As far as staff goes, the most important elements to convey are:
The business itself should offer:
Clear Communication Makes a Difference
According to research, most customers don't follow through on the sale because of a perceived attitude or indifference toward them by the owner, manager or employees. Clear, caring communication will put a positive spin on the customer service experience:
Appreciate Complaints - and Act on Them!
You may not like it, but mistakes, faulty products, and service glitches are bound to happen. Use these guidelines to make the experience less painful for your customers - and you:
These are the same insights and conclusions that people pay consultants to provide. But a "complainer" gives them to you for free! And remember, for every person who complains, there are many more that won't even bother to tell you. They just take their business elsewhere.
Train Employees to Care
Good customer care may begin with your products and services, but your staff has the power to bring what you offer to the highest level. Achieving this, however, takes consistent effort on your part - and ongoing communication.