CroMex Pleased with News That Small Businesses are Better at Customer Service

    NEW YORK, NY, December 06, 2014 /24-7PressRelease/ -- Despite having far larger customer service teams and departments dedicated to ensuring customer satisfaction it would seem that large companies are currently failing to provide adequate customer service. A Fall survey which questioned US consumers on their shopping experiences and analysed key service issues and industry trends found that only 11% of American consumers consider large companies to be the best at customers service, whilst 49% believe that smaller independent businesses are currently providing the best service and are far better at keeping customers happy.

New York based sales and event marketing firm CroMex were delighted by the results of the study and agree that small businesses do indeed provide a high level of customer service. After working closely with a number of small businesses themselves, the firm have experienced the care and attention that these businesses put into their customer service processes. As a business grows and expands it's not uncommon for a business owner to become distant from customer service processes, and as a result can sometimes lose sight of their customers' needs and experiences. However, owners of smaller businesses remain on the frontline, often dealing with customers everyday, which allows them to build relationships and stay connected to the customer experience. CroMex believe that an increasing number of consumers are growing frustrated with larger companies due to their constant desire to streamline customer service processes. By introducing new systems, larger teams and online services many larger companies may believe they are making life easier for their consumers when in fact they are making communication increasingly difficult.

To help businesses of all sizes improve their customer services, CroMex have offered the following advice.

Knowledgeable Staff - Large teams may seem great for handling a large volume of customer enquiries, but unless they know what they are talking about customers are likely to lose patience. 37% of consumers believe that knowledgeable staff is a key factor that brings them back to a company.

Reduced Hold Times - No one likes to be kept waiting and 32% of consumers have admitted to hanging up after being on hold for longer than five minutes. Lowering hold times could vastly improve customer relationships.

Don't Stick to the Script - Scripted or robotic sounding communications can be incredibly off putting and usually fail to solve individual customer issues. CroMex believe that businesses should instead rely on human empathy and build connections with consumers.

Quick Resolution - Many customer service processes are overly complicated, consumers grow incredibly frustrated when they can't reach a resolution therefore businesses should set a resolution goal for each query or complaint.

Multiple Channels - Every consumer has a preferred method of communication and not being able to contact a business through that channel can be incredibly inconvenient. CroMex believe businesses should open up as many channels as possible to ensure all consumers feel connected to the business.

CroMex is a New York based sales and event marketing firm that deliver exciting and engaging marketing campaigns to businesses across the US. The firm use their industry expertise to identify key target markets for their clients and then work hard to create and implement a personalized marketing campaign that reflects each client's own set of values and beliefs. Through a range of innovative events and interactive promotions CroMex meet with consumers in person which helps them to increase their clients' customer loyalty, brand awareness and overall ROI.

About CroMex: http://www.cromexusa.com/behind-the-scenes/

CroMex offer a personalized service to their clients to help generate quality sales and deliver a high ROI.

Follow @CromexNYC on Twitter and 'Like' them on Facebook.

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