Remember our column in our facebook page "Customer Service Fact of The Day"? Here are some more facts and quotes that you can find useful:
- It takes 12 positive service incidents to make up for one negative incident. Source: “Understanding Customers” by Ruby Newell-Legner
- 7 out of 10 customers will do business with you again if you resolve the complaint in their favor. Source: “Understanding Customers” by Ruby Newell-Legner
- 68% of customer defection takes place because customers feel poorly treated. Source: TARP
- It can cost five times more to buy new customers than retain existing ones. Source: TARP
- For every customer who bothers to complain, 26 other customers remain silent. Source: Lee Resource Inc
- It takes 12 positive service incidents to make up for 1 negative incident. Source: Lee Resource Inc
- The average "wronged customer" will tell 8-l6 people about it. Over 20% will tell more than 20. Source: Lee Resource Inc
- 1% cut in customer service problems could generate an extra £16m in profits for a medium-sized company over 5 years.
- Why customers quit:
3% move away
68% quit because of an attitude of indifference towards the customer by the staff.
14 % are dissatisfied with the product.
9% leave because of competitive reasons.
Source: How to win customers and keep them for life (2000) – Michael Leboeuf
- 91% of unhappy customers will not willingly do business with you again. Source: Lee Resource Inc
- Reducing customer defections can boost profits by 25-85%. In 73% of cases, the organization made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition. Source: NOP
- 80% of complaints received by an organisation are likely to have poor communication as their root cause, either with the customer or within the organisation itself. Source: Unknown
- 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. Source: the White House Office of Consumer Affairs, Washington, DC.
- A dissatisfied customer will tell 9-15 people about it. And approximately 13% of your dissatisfied customers will tell more than 20 people about their problem. Source: the White House Office of Consumer Affairs, Washington, DC.
- Happy customers who have their problems resolved will tell 4-6 people about their positive experience. Source: the White House Office of Consumer Affairs, Washington, DC.
- 70% of complaining customers will do business with you again if you resolve the complaint in their favour. Source: Lee Resource Inc
- 95% of complaining customers will do business with you again if you resolve the complaint instantly. Source: Lee Resource Inc
- It costs five to six times as much to get a new (first time) customer as it does to keep a current one. Source: the White House Office of Consumer Affairs, Washington, DC.
- Customer loyalty can be worth up to 10 times as much as a single purchase. Source: the White House Office of Consumer Affairs, Washington, DC.
- It costs 6 times more to attract a new customer than it does to keep an old one. Source: “Understanding Customers” by Ruby Newell-Legner
- Customer loyalty is, in most cases worth 10 times the price of a single purchase. Source: “Understanding Customers” by Ruby Newell-Legner
- A typical business hears from only about 4% of its dissatisfied customers. 96% just go away and 91% will never come back. Source: “Understanding Customers” by Ruby Newell-Legner
- 13% of the people who have service problems tell 20 others. Source: “Understanding Customers” by Ruby Newell-Legner
- "Thank you very much" These are the four most important words you can ever say, or will ever hear. Source: Unknown
- SERVE, (from Latin: servire = to serve). To exert oneself continuously. To render service so as to benefit, help, or promote. To deliver in readiness. To furnish or supply. Synonyms: aid, advance, help assist.
- In the real world there are YES and NO. In SERVICE there are Yes and "May I suggest the following?"
- Before starting any shift: Take three deep breaths. Say: I can do this.
Given a choice between a smiling person and one who is frowning, who would you approach?
- Tell me to what you pay attention and I will tell you who you are. Source: Albert Einstein
If it's out of your control, don't waste time worrying about it. Focus on those things that you CAN control.
- Never be defensive with a customer. Never hid behind a counter or desk. Never make excuses. Only amateurs do that stuff.
- THANK YOU NOTES - Anybody can write one. Everybody loves getting one.
If you are offered a company training class: GO.
- Many forgive injuries, but no one forgives contempt. Source: Thomas Jefferson
- People solve problems. Technology only helps to make the solutions faster.
- It takes more time to complain that it takes to change.
- Nothing great was ever achieved without enthusiasm. Source: Ralph Waldo Emerson
- Keep my words positive: Words become my behaviors. Keep my behaviors positive: Behaviors become my habits. Keep my habits positive: Habits become my values. Keep my values positive: Values become my destiny. There is no dress rehearsal: This is one day in YOUR life. Source: Mahatma Gandhi
- Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1. Source: Stew Leonard
- Customer satisfaction is worthless. Customer loyalty is priceless. Source: Jeffrey Gitomer
- Do what you say you are going to do, when you say you are going to do it, in the way you said you were going to do it. Source: Larry Winget
- If you're not serving the customer, your job is to be serving someone who is. Source: Jan Carlzon
- There is only one boss. The customer. And they can fire everybody, by spending their money somewhere else. Source: Sam Walton
- Do what you do so well that they will want to see it again and bring their friends. Source: Walt Disney
- If you don't genuinely like your customers, chances are they won't buy. Source: Tom Watson
Which is your favorite one?