An attitude, not a process
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“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
We all know the secret to business success is happy customers and yet customer service standards are at an all time low in Australia. A recent report from Accenture suggests the cost of poor customer service in Australia is $122 billion. (B&T Magazine, 11 April 2016) So where does it all go wrong?Customer service is an attitude, not a process
Customer service is an attitude, not a process. The Accenture study/ B&T article revealed ‘human interaction remains a vital component of customer satisfaction, even in the ‘digital age’. The majority (81 per cent) of Australian consumers would rather deal with a person over digital channels when it comes to solving customer services issues and getting advice.”
Surely, then, our focus should be on creating the right attitude in people, so they actually ...