Customer Service
THIRTEEN CUSTOMER SERVICE FACTS
BY: Michael A. Aun, CSP, CPAE Speaker Hall of Fame
Reference - http://www.nsacentralflorida.com/Articles/Thirteencsfacts.pdf
Thirteen Customer Service Facts.
Fact Number One
Dissatisfied customers tell an average of ten other people about their bad experience. Twelve percent tell up to twenty people. In very simple terms, bad news spreads rather quickly. Don't think for a moment that your poor performance in servicing your client goes unnoticed. Not only does it go unnoticed, but you pay a very dear price for that kind of publicity.
Fact Number Two
Satisfied customers will tell an average of five people about their positive experience. Conversely, the good news, unfortunately, doesn't spread so quickly. To the contrary, the bad news moves twice as quickly as the good.
While customers do appreciate good service, they either don't reward it quite as soon or they don't reward it at all. In most cases, customers have come to expect good service as "part of the deal." While they do expect it, rarely do they get it. The "bum wrap" here is that the bad apples are causing problems for the whole bushel.
Fact Number Three
It costs five times more money to attract a new customer than to keep an existing one. Before you go out investing hundreds or even thousands of dollars chasing after new clients, think about the acres of diamonds in your own back yard. The people that you've done business with previously thought enough of you at some point to buy from you. Why not go back and re-cultivate that relationship? It will cost you one-fifth of the cost of finding a new client.
Fact Number Four
If 20 customers are dissatisfied with your service, 19 won't bother to tell you. Fourteen of the 20 will simply take their business elsewhere. Most customers just don't want the hassle of having to straighten a problem out. They know, that in many situations, it's their word against the word of the company. Who needs the
BY: Michael A. Aun, CSP, CPAE Speaker Hall of Fame
Reference - http://www.nsacentralflorida.com/Articles/Thirteencsfacts.pdf
Thirteen Customer Service Facts.
Fact Number One
Dissatisfied customers tell an average of ten other people about their bad experience. Twelve percent tell up to twenty people. In very simple terms, bad news spreads rather quickly. Don't think for a moment that your poor performance in servicing your client goes unnoticed. Not only does it go unnoticed, but you pay a very dear price for that kind of publicity.
Fact Number Two
Satisfied customers will tell an average of five people about their positive experience. Conversely, the good news, unfortunately, doesn't spread so quickly. To the contrary, the bad news moves twice as quickly as the good.
While customers do appreciate good service, they either don't reward it quite as soon or they don't reward it at all. In most cases, customers have come to expect good service as "part of the deal." While they do expect it, rarely do they get it. The "bum wrap" here is that the bad apples are causing problems for the whole bushel.
Fact Number Three
It costs five times more money to attract a new customer than to keep an existing one. Before you go out investing hundreds or even thousands of dollars chasing after new clients, think about the acres of diamonds in your own back yard. The people that you've done business with previously thought enough of you at some point to buy from you. Why not go back and re-cultivate that relationship? It will cost you one-fifth of the cost of finding a new client.
Fact Number Four
If 20 customers are dissatisfied with your service, 19 won't bother to tell you. Fourteen of the 20 will simply take their business elsewhere. Most customers just don't want the hassle of having to straighten a problem out. They know, that in many situations, it's their word against the word of the company. Who needs the