Significant Stat: Problem Resolution and Customer Experience
82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly. (source)
Advice from John Cashion, Corporate Director, Culture Transformation at The Ritz-Carlton Leadership Center:
Customers want to be heard, and they want their issues to be resolved quickly. This is why The Ritz-Carlton empowers our employees, known as our Ladies and Gentlemen. Empowerment not only helps create employee engagement which then leads to customer engagement, but empowerment also enables our Ladies and Gentlemen to resolve issues immediately—without having to track down a supervisor or manager. Customers tend to judge the quality of the institution by the first person they come to with their problem—the link between problem resolution and customer experience is undeniable. If that employee is powerless to help, your customers will be forced to repeat their tale of woe to another employee. Each time your customers have to repeat their story, their level of frustration will escalate as well. By empowering employees, your organization can reduce the number of times customers are redirected and consequently, solve problems faster. ∞
Join us for a one-day symposium on November 12th. The day includes a Ritz-Carlton executive panel with Herve Humler, president & chief operations officer of The Ritz-Carlton Hotel Company, L.L.C.