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  • Sobering Statistics from The Department of Consumer Affairs

    Posted: Wednesday, January 30, 2013

    by PhonePRO

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Hard to Schedule a Convenient Time or Location? Get Live Webinars and Video Instead!

We don’t mean to put a damper on a season that’s supposed to be filled with holiday joy…but take a look at these numbers released by the Department of Consumer Affairs. According to a recent report on the customer experience, researchers found that a dissatisfied customer will tell 9-15 other people about their experience, and 13% of them will tell up to 20 others! Here’s the silver lining, however. The same report found that up to 96% of customers who have experienced a problem with your company will do business with you again, if (and cue the drum roll here, please), they feel you acted quickly and responsibly to solve the issue. In other words, mistakes happen. People are generally reasonable in understanding that-and want to forgive. However, what they can’t forgive-and what they’ll go on to tell others about-is if you don’t seem to care or be responsive in finding them a solution. This reality brings us to the final caveat found in the same report: customer loyalty can be worth up to 10 times as much as a single purchase in terms of revenue. In other words, great customer service matters…and can make the difference between success and failure in today’s competitive marketplace.

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