- Customer service is the #1 factor in a customer’s decision to return as a regular customer. Poor customer service costs U.S. companies an estimated $35.4 billion in lost business each year.
- Surveys show that poor customer service is the leading complaint, even ahead of prices, cited by customers who stop buying a company’s products or services.
- Providing good customer service and maintaining customer loyalty typically depends on how ably employees wait on customers, take product orders, work the phones, offer technical assistance, and nurture business relationships.
- 96% of dissatisfied customers do not complain directly to management.
- Studies have shown that just 1 unhappy customer will tell approximately 9 other people and 13% of them will tell at least 20 other people.
- Bottom line: 90% of customers who experience poor service will not complain and will not return.
- Too bad that more and more businesses are loosing their focus on customer service in light of the fact that the American public loves good service.
- The death of customer service has diminished loyalty and fueled an increase in cyber buying. Former customers are going away to competitors or sitting down at a computer, typing www.anythingyouwant.com, and ordering it for delivery. Customers are giving up the practice of begging a sales person to help them.
- One typical incident of poor customer service, on average, results in the loss of a minimum of 10 customers.
- Southland Corporation (7-11 Stores) claims that 68% of customers who quit coming to the store quit due to the attitude of their employees.
- Video technology with audio can be used in customer service training and will increase employee awareness.
- Employees who know they are being watched are significantly impacted, resulting in behavior changes and improvement in customer service.
- Studies show that video and audio monitoring combined with training, coaching, and supervision significantly improves employee performance.