Milwaukee, WI (PRWEB) November 15, 2012
You’ve made your holiday list and checked it twice, but when you head to the store how can you be sure your salesperson is not naughty, but nice?
The way you speak with sales staff can play a big role, according to a new customer satisfaction survey by ASQ, the leading authority on quality in all fields, organizations and industries.
The survey was conducted as part of World Quality Month, an annual, worldwide celebration of quality and its impact in the world. World Quality Month is observed by ASQ and a host of leading quality organizations, professional societies and academic programs each November.
The survey polled more than 600 quality and customer service experts worldwide who said managing customer expectations (29 percent) and communicating with customers (20 percent) are the top challenges in maintaining quality service. Other challenges include:
These issues often lead to customer dissatisfaction. According to the survey, the most common customer complaints are:
“During the holidays, retailers also find that out of stock items, discontinued items, returns and shipping charges are common causes for customer dissatisfaction,” said John Goodman, ASQ member, customer service expert and vice chairman, Customer Care Measurement and Consulting.
Goodman suggests that customers take these steps to help ensure a positive sales experience.
So what happens when you run into a problem? Goodman offers these tips for successfully handling service complaints.
Goodman notes that the simplest and most important thing you can do is to recognize good quality service.
ASQ is a global community of people dedicated to quality who share the ideas and tools that make our world work better. With millions of individual and organizational members of the community in 150 countries, ASQ has the reputation and reach to bring together the diverse quality champions who are transforming the world’s corporations, organizations and communities to meet tomorrow’s critical challenges. ASQ is headquartered in Milwaukee, Wis., with national service centers in China, India and Mexico. Learn more about ASQ’s members, mission, technologies and training at http://www.asq.org.