Customer Service: Just the Facts

. Dissatisfied customers tell an average of 10 other people about their bad experience; 12% tell up to 20 people.

. Satisfied customers will tell an average of five people about their positive experience.

. It costs five times more money to attract a new customer than to keep an existing one.

. If 20 customers are dissatisfied with your service, 19 won’t tell you. Fourteen of the 20 will take their business somewhere else.

. Ninety-six percent of dissatisfied customers do not complain of poor service.

. In many industries (including insurance), quality of service is one of the few variables that can distinguish a business from its competition.

. The first 30 seconds of a phone call or meeting sets the tone for the remainder of the contact.  The last 30 seconds are critical to maintaining a lasting rapport.

. Customers are willing to pay more to receive better service.

. Providing high-quality service can save your business money.  The same skills that lead to increased customer satisfaction also lead to increased employee productivity.

. Ninety-five percent of dissatisfied customers will become loyal customers again if their complaints are handled well and quickly.

. Good service leads to increased sales.

Editor’s Note