What Can the Customer Service Industry Learn from Gandhi?
A customer is the most important visitor on our premises; he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.
That quote was wonderfully said by the great Mahatma Gandhi, and I think it needs to be hung up in giant letters over all call centers, and any business involved in customer service. In the May 2011 American Express Global Customer Service barometer, there were some great statistics about customer service. These statistics prove that customer service truly does matter, and I want to share two with you today.
78% of consumers have bailed on a transaction or not made an intended purchase because of poor customer service. If you have a new customer in the works, and you’re providing mediocre or poor customer service, there’s a good chance you’re going to lose those customers.
59% will try a new brand or company for a better service experience. Think about it, if you use a particular bank, but they’re not helpful and they have bad attitudes, you’re going to try somewhere else. I know I did. If you go anywhere and receive awful customer service, will you stay there or go elsewhere next time?
See, if you think that customers will stay with you just so they don’t have to find a new company, you’re wrong. Customers want to be treated right, and are willing to spend time (and maybe a little more money) for great customer service. Next time you’re in a customer service situation, think of Gandhi’s quote above, and live by it.
Have you seen customer service improving in businesses? Share your great customer service stories below.