Customer Service AssessmentsWhile satisfaction is important, it is not sufficient to guarantee that your customers will continue to buy from you. It costs more to acquire a new customer than to maintain an existing customer. Existing customers play an even greater role in our ever-changing global economy — we must keep them and grow them.
Customer service is not a department; it is an important function of every employee. When customers are pleased with a product or service they may tell one or two others; but when they are dissatisfied, they are much less restrained. Poor customer service causes negative word-of-mouth that your organization wants to avoid, which is why the people you select to interact with customers are so important.
Think about these situations from the perspective of a customer. It doesn’t take much for a customer to decide that you and your company aren’t worth his time, effort, or money. One bad customer experience can cost you that customer for life. Hospitality, travel, retail, healthcare, and financial services are especially prone to losing customers who have a negative experience.
