Highest Customer service expectation in England, Really?
Having a smile on your face and welcoming customers when they walk through the door is good customer service. Giving shoppers a choice between a traditional checkout lane in a supermarket and an electronic self-checkout is offering your customers experience. Little options like this will stick in the mind of the customer and they’re more likely to visit a place with friendly and helpful staff.
When delivering your customer service, doing it right and giving customers a great experience is the key for repeat custom. It won’t guarantee to bring in every single customer in the world, yet it’s good practice and vital in leaving a great impressions for new and current customers alike.
“Unique” is the effective word in this instance. Unlike customer service, do what another business’ already does well won’t work. To create a truly memorable experience for the individuals, you must at first give them one that’s unique. Companies worldwide are scrambling to create new, innovative ways for the customers to experience.
For the longest time, companies have stuck to the same basic infrastructure of customer service that they don’t dare to try and mould. Whilst this isn’t necessarily a bad thing, it’s always good to go that extra mile so customers sit up and notice your efforts.
The UK has the highest expectations of good customer service. In a recent poll, Brits were asked if they’d be willing to pay for good customer service and here’s what they said:
86% of the Britons polled answered: “No, I expect good service as part of doing business”. This is backed by UK professionals, who came second highest in the global rankings for saying that paying a fee for better service would not be beneficial for an organisation or its customers (62%).
Other findings from the report were:
- A knowledgeable representative and a timely response are the most valuable components of a great service experience.
- Hotels, online retailers, and banks provide the best customer service experiences
- Live agent remains the preferred interaction type, followed by email, and then there is a significant drop to web chat, etc
- Historical information access is deemed the most valuable feature of an interaction
- Not being able to understand the agent is rated as the most frustrating part of an interaction
- The ability to get a scheduled call-back was the most desired feature of mobile service applications
- The most valuable technical service to offer customers is “an easy way to provide feedback.”
- Comprehensive reporting and analytics are the top features desired by contact centre professionals
Since the recent uptake of social media also, most customers now take to Twitter to complain about their experiences with your company and if they’re followed by the average amount of followers (126) and they RT you’re potential fighting a losing battle before you start.
Make sure your customer service is at a good level and contact Retail Maxim today.