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Customer Service Facts


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Customer Service Facts

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Customer Service Facts

  1. 1. Customer Service Facts
  2. 2. Customer Service Facts <ul><li>Research tells us that there is always a heavy price to pay if we don't provide the right customer service. Here are the facts. </li></ul><ul><li>Source: </li></ul><ul><li> </li></ul>
  3. 3. Customer Service Facts <ul><li>The average customer who receives poor service will tell 8-l6 people about it. Over 20% will tell more than 20. </li></ul><ul><li>91% of unhappy customers will not willingly do business with you again unless they have to. </li></ul>
  4. 4. Customer Service Facts 3. In 73% of cases of defections, the organization makes no attempt to persuade dissatisfied customers to stay, even though 35% of complainers say that a simple apology would prevent them from moving to the opposition.
  5. 5. Customer Service Facts 4. 80% of complaints received by an organization are likely to have poor communication as their root cause, either with the customer or within the organization itself.
  6. 6. Customer Service Facts 5. For every customer who bothers to complain, 26 other customers remain silent. 6. It costs 6 times more to attract a new customer than it does to keep an old one.
  7. 7. Customer Service Facts 7. 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you.
  8. 8. Customer Service Facts <ul><li>Here are the top two lessons: </li></ul><ul><li>If things go wrong, thank your customers for telling you and put things right at once. </li></ul><ul><li>Don't ever take your customers for granted. </li></ul>