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 …show more content…
Fact Number Ten
Customers are willing to pay more to receive better service. You remember...Marketing 101. What do you get when you have a high demand? for something and an extremely low supply? The price goes up, of course.
The price (in case of service) is the loyalty the client has to you and your firm. If you provide good service, they pay you loyalty. Loyalty means they will do business with you again. And remember, it only costs one-fifth as much to do business with an existing customer as it does to find a new one.
Fact Number Eleven
Ninety five percent of dissatisfied customers will become loyal customers again if their complaints are handled well and quickly. Let's face it; people don't want to admit they made a mistake initially when they decided to do business with you. Eighty percent of the decision to purchase is generally made on emotion. Only twenty percent is made on logic. But they use logic to justify their reason to do business with you. They want to say to themselves that their decision was a right one, a logical one. They are