Wednesday, June 27, 2012
In many instances, customer service can mean the difference between retaining and losing potential business. The ability to provide excellent service to customers is a retention tool that should not be overlooked.
According to Business2Community, it is important to know your customers' names when serving them. Mispronouncing a customer's name could turn him or her off and potentially lead to a missed opportunity for the business.
The source gives an example of an interaction between a bank and customer, in which the bank pronounced the customer's name wrong. The customer said it made him feel like he was just another account, and not an important individual to the business. Making customers feel as though the business actually cares is essential to retaining his or her business.
Even if it is a one-time occurrence due to a bad contact center agent, the customer doesn't distinguish between the agent and the company he or she works for. If the agent provides its patrons with a bad customer experience, the overall outlook on the company will be negative.