It’s a lot easier to do business with past customers than with potential ones—especially when you’re able to satisfy them. Catering to past clients also makes way to bigger deals and more stable business ventures. So how do you do this? Simple—give your clients a good customers experience.

However, no matter how widespread these facts are in the field of business, the Customer Experience Report reflected that 82% of client drop outs are based on bad customer service. This statistic was supported by a Sales Force research which said that only 27% of companies were able to provide a satisfying customer experience.

Given that customer service is the make or break of a company, it is a question on where the companies go wrong. Here we break down the top three habits companies do that drive customers away and how to set these habits right.

         1. You have a rude staff

            According to a research conducted by Boston College in 2011, customers experience rude service from an                              employee in an average of once a month. However, reports regarding these incidents rarely reach the ears of the                supervisors. This results to a vicious cycle of bad employee behavior towards customers. To make matters worse,                a customer does not have to experience rude employee behavior to be turned off—witnessing one is already                        enough.

            How to Address this Issue:

            In the event of rude employee behavior, the best the company can do is to apologize and to strive to provide                        better treatment the next time around. However, it is also recommended for front liners to undergo proper                          training to prevent these incidents from happening in the first place.

        2. You’re not able to resolve a customer’s issue

           Florida State University found out that only one out of 26 service related issues experienced by customers is                         reported. This is why the researchers noted that customer complaints should be considered a blessing for it gives               the company a chance to correct their mistakes.

          How to Address this Issue:

          Customers are generally forgiving—they will be willing to let things go if their issues are addressed. So the only way            to address this issue is to solve the customer’s complaint. On a positive note, the same research concluded that                    70% of customers will continue to do business with a company if they are able to address their issues. This statistic              can be raised to 95% percent if the issue is resolved immediately.

        3. Your staff is clueless

          Product knowledge is an essential part of selling your brand. An equipped staff will make negotiations faster and                 will also lessen the occurrences of customer issues. However, product knowledge should not only include the basic             specifications—it should also include the shortcomings of the products/services. It is important to let the clients                   know what they are getting themselves into. This not only lessens chances of complaints but increases chances of               customer trust as well.

         How to Address this Issue:

         The solution to this issue is quite simple. A regular product knowledge orientation is needed to make sure that                     company representatives are updated of the know hows of their products.

As mentioned before, customers are generally forgiving. The Customer Experience Report summarized the top three remedies to a customer complaint. The report said that 92% of customers who experienced bad customer service are likely to forgive and continue partnerships if they are given:

  • An apology/follow-up from the administration;
  • A discount for the next transaction; and/or
  • A proof of good customer service during the next transactions.

Easier said than done, right?