Practicing a Customer Service Mentality in an Unfriendly World

Customer relations is the company-wide process of nurturing positive relationships with customers. Every action taken by every person in the business or ministry contributes to or detracts from a positive customer relationship.

Click HERE to listen to my podcast conversation with?Dr. Ron Johnson?discussing the topic

"Practicing a Customer Service Mentality in an Unfriendly World."

According the to U.S. BUREAU of LABOR STATISTICS there are some 2,787,070 in America. You have probably had a conversation with a few of them, right? Was it pleasant?

Ron Johnson is the author of the book?Customer Service and the Imitation of Christ (Available on Amazon). Millions of people all over the world work in customer service call centers, often in high-pressure situations. With over 22 years' experience working in call centers, Dr. Johnson learned a number of things about serving Christ in this environment.

• He has learned how to stay in touch with God while serving others.
• He has learned how to have compassion for those he serves, even when they're angry.
• He has learned how to deal with deadlines and quotas that may not be realistic.
• He has learned how to deal with language barriers;
• He has learned how to rest while working; and
• He has learned how to view his job as part of the larger story of God's activity in all of life.
• Most of all, he has learned that customer service is an unconventional ministry that's sorely needed in our world.

Here are a few customer service statistic from HelpScout that serve to emphasize just how paramount excellent customer service can be for your bottom line:

• 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. (HubSpot)
• For 86%, good customer service turns one-time clients into long-term brand champions. (Khoros)
• 89% of consumers are more likely to make another purchase after a positive customer service experience. (Salesforce Research)
• 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. (HubSpot Research)
• If the company’s customer service is excellent, 78% of consumers will do business with them again after a mistake. (Salesforce Research)
• Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)
• Nearly three out of five consumers report that good customer service is vital for them to feel loyalty toward a brand. (Zendesk)
• A good customer service experience heavily impacts recommendations. Consumers who rate a company’s service as “good” are 38% more likely to recommend that company. (Qualtrics XM Institute)
• Investing in new customers is between 5 and 25 times more expensive than retaining existing ones. (Invesp)
• 83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. (Khoros)
• Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. (Bain & Company)
• 80% of companies use customer satisfaction scores to analyze customer experience and improve it. (Harvard Business Review)
• The customer experience management market worldwide is worth as much as $7.6 billion in 2020. This is a 16.9% year-over-year increase from its value of $6.5 billion in 2019. (Grand View Research)

How does the Middle East and North Africa broadcast media ministry SAT-7 rate in their audience engagement?

Soaring audience engagement (up to 30% overall growth)* with SAT-7 channels showed that amid COVID-19, the hope of Christ shared through television touched more people than ever in the Middle East and North Africa.

SAT-7 defines audience engagement as one or more exchanges between a viewer and a?SAT-7?audience relations team through phone calls, text messages, or social media platforms, covering one question or topic.