Solutions to Improve Customer Service

Your Company’s Biggest Expense is Unhappy Customers

What is a better investment—advertising or customer service training? One study showed that organizations worldwide spend $500 billion per year on advertising compared to only $9 billion to customer service training. That’s a pretty big disparity. If companies focused on solutions to improve customer service and making their customers happy, their customer retention would go up and they wouldn’t have to advertise as much to replace unhappy customers.

*Related – Your Customer Experience is the Best Marketing

According to new research by the experience management company Qualtrics, bad customer experiences could cost brands $3.7 trillion annually worldwide. Customers reported that 14% of their experiences were very poor, and more than half (51%) said they have reduced or cut their spending with a company over just one negative experience.

The study revealed that after a bad experience, 64% of consumers are the most likely to stop or decrease spending with fast food restaurants and least likely to cut back their interactions with public utilities. 22% of customers are likely to stop doing business completely with an auto dealer and 6% with supermarkets.

What is the solution? Make sure you are training your employees on soft skills. It needs to be part of your new employee orientation and ongoing existing employee training.

NEW – My Customer eXperience Trainer

Frustrated with the inconsistencies of your customer service? Have little or no time to train your new (& existing) employees on the soft skills? We have the answer. The DiJulius Group is introduces “My CX Trainer” – a digital platform designed to revolutionize your team’s approach to customer service. My CX Trainer is an innovative training solution tailored to empower your front-line employees with the skills and insights needed to excel in customer service. The training portal is designed to elevate your team’s customer service skills and can be used by both new and existing employees to provide practical tools for exceptional customer experiences. The first 20 companies that contact claudia@thedijuliusgroup.com receive My CX Trainer free for 90 days.

American Airlines laying off 600+ workers to improve customer service

I guess American Airlines believes less is better when it comes to customer service. American Airlines announced it would be laying off employees to provide new, “elevated” service to customers, USA Today reported. “Today, we announced updates to our contact center organization that will help us better serve our customers. As part of these updates, we are creating a new customer success team that will be dedicated to providing more convenient, elevated support to American Airlines customers with some of their most complex travel needs,” the airline said in a statement to KXAS-TV.

The layoffs are primarily all in the airlines’ customer service-related positions, Bloomberg reported, such as workers that assist passengers with their lost luggage and AAdvantage loyalty program service groups. In hopes to combat this, American will be creating a division called the “customer success team.” They will hire 135 workers for that new team aimed at improving their customer experience.

United’s Flight Attendants are no longer allowed to be on their cell phones

United Airlines wants their flight attendants to be more engaged with passengers, more aware, more attentive. To help them focus more on the passengers, the use of personal cell phones is prohibited for flight attendants.

A recent United Airlines company memo contained reminders to cabin crew that they are required to be seen as attentive to customers. The memo stated, “Use of a personal electronic device and/or accessories is not permitted while customers are on board the aircraft. Customers look to flight attendants for great service. How comfortable would you be asking someone for help if they were engrossed in their cell phone? What impression would that give you? Even in public, you should always remain approachable in uniform and display courtesy to customers and other employees.”

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Upcoming Leadership Development Programs:

Next CX Academy April 16-18, 2024 course to improve order defect rate, CX for digital commerce, CX for e-commerce business, ecommerce stores and brick and mortar, professional services and more

The Customer Xperience Executive Academy (CXEA) is like a master’s degree in Customer Experience. The Customer Experience Executive Academy course is a 12-month part-time rigorous program. Training will occur in the classroom, in businesses, and virtually through scheduled calls and webinars. This course is designed for all industries, including digital commerce.  The CXE student is required to attend quarterly intensive training sessions (3 days/quarter for 1 year) and participate in virtual meetings.

Contact claudia@thedijuliusgroup.com to learn more.

 

Virtual Workshop with John DiJulius, March 7, 2024

How to Achieve More Than Customer Satisfaction:  Become the Brand That Customers Can’t Live Without

Learn what organizations consistently do to make their customers, clients, passengers, guests, patients so loyal, that they would be willing to pay more with them than their competitors.

Register for this *FREE* workshop here

 

Virtual Workshop with John DiJulius & Dave Murray, March 21, 2024

Why The Employee Experience Revolution

Every business out there is interested in earning profits. But sometimes the bottom line is not the best indicator of a company’s long-term health. In the wake of the Great Resignation, companies are scrambling to hold on to both employees and profits. It turns out that one answer is the key to both. The Employee Experience Revolution divulges the little-known secret of how to become a more profitable company, in both the short and long term: happy employees.

Register for this *FREE* workshop here

 

Virtual Workshop with Dave Murray, April 4, 2024

The Power of Purpose

People want to be part of something larger than themselves. They want to be part of something they are proud of, that they’ll fight for, sacrifice for, that they trust. Your team members need to believe that the more successful the company is, the better off the world will be. An organization’s emotional commitment translates into making company success a personal crusade.

Register for this *FREE* workshop here

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The Customer Service Revolution Podcast

Episode 144: How to use Generative AI to Improve your CX
Generative AI Expert, Shanif Dhanani

Shanif Dhanani, the wizard behind Locusive, joins John to offer a glimpse into the future. They dissect the revolutionary integration of generative AI in customer service, a journey through the lifecycle of crafting a robust customer care initiative. Shanif’s insights illuminate the need for cross-departmental collaboration, and we explore AI’s role in propelling businesses forward, ensuring the human touch remains at the core of customer relationships.

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CX Video of the Week

 

Motivational Keynote Speaker John DiJulius

About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.