If you know how to handle a complaint you can always win customers and make them loyal. I have borrowed the following from http://kudosfactoruk.blogspot.com/ with the kind pemission of Erling Mitton, thank you Earling.
Sorry seems to be the hardest word
More than a third of consumers would stay loyal to a firm if it apologised following a customer service failure, a survey suggests.
The British Standards Institute (BSI) said a simple apology would suffice, yet in three-quarters of all cases of poor customer service none was offered.
Firms were seeing their profits cut as a result, the BSI added.
Overall, 76% of consumers said they had taken their business to a competitor as a result of poor customer service.
"Poor customer service is the largest cause of customers moving from one provider to another," Mike Low BSI Director said.
"Reducing customer defections has been found to boost profits in 25-85% of cases, yet in 73% of cases the organisations made no attempt to persuade dissatisfied customers to stay," he added.
skip to main |
skip to sidebar
This blog is to support the retail industry in Montenegro, all the posts will be retail and service related as MYSTERY SHOPPER, no brand or trade names will be used. Please feel free to comment on any of the issues, they will be posted upon the approval of the administrator.Opinions stated in the posts are the private opinions of the authors of the post and they do not represent the attitudes of any organization.
What is MYSTERY SHOPPING
Mystery shopping is a tool used by market research companies as a tool to measure quality of retail service. Companies send mystery shoppers to 'act' as shoppers or to legitimately shop in return for some combination of cash, store credit, purchase discounts, or the goods or services purchased. Instructions to mystery shoppers can include a script of behavior, questions to ask, complaints to give, purchases to make, and measures to record, such as time it takes to receive attention from an employee or receive a service, or the responses given to questions.
Mystery shopping is also known as:
Secret Shopping - Experience Evaluation - Mystery Customers - Spotters - Anonymous Audits - Virtual Customers - Employee Evaluations - Performance Audits - Telephone Checks
Source : WIKIPEDIA