OPTing In – The OnProcess Technology Blog

In basic terms, being nice to customers is good for business.  We all know that!  Right?

If you’re a skeptic like me, hard numbers are the best way to support any theory.  With that said, I have some exciting news.

Recently, we sampled over 1,300 customers and asked them to rate the tone and courtesy of our representatives.  The majority of the customers that were sampled had expressed some level of dissatisfaction and we wanted to determine if a positive customer experience would have any impact on the their overall impression.  At the end of the survey we asked customers if they would recommend the service and this is what we found:  

Positive Impact of Pleasant Tone of Voice

As the theory would suggest, if the customer felt that they received an outstanding level of customer service, they were very likely to recommend the service regardless of their prior experience.  As the customer’s impression of our tone declined so did the likelihood that they would recommend the service. 

In business, mistakes will happen but customers are very willing to forgive and forget as long as they feel like their issue is taken seriously.  We understand that you can’t please everyone every time but by making a solid effort to deliver superior customer service, you are more likely to retain that customer.

–Duarte Esteireiro