CRM Today reports that The Institute of Customer Service urges small businesses to not neglect customer service because it is "damaging their business prospects". A survey was done at the University of Nottingham that revealed that 40% of respondents reported having no system in place to deal with customer complaints.
Are these companies arrogant or naive in thinking that they wouldn't get any complaints?
The ICS also offers three lessons for businesses:
- The importance of empathy with the customer – too many businesses are reluctant to say sorry.
- The need to listen all the way through to the customer’s side of the story before deciding how to act.
- Value customer feedback – think of it as free market research and thank customers who point out problems.
Great post and thanks! You raised an issue I often think about, Maria. They must see it affect business to treat customers badly. I think it is likley more about lack of tactics for treating people well. What do you think it would take to raise the acumen for serving others as a key to good business? I'd love to hear your thoughts.
Posted by: Ellen | July 24, 2006 10:43 PM | Permalink to Comment