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  • The Cost of Bad Customer Service

    Posted: Tuesday, April 30, 2013

    by PhonePRO

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

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

When considering investing in a customer service training program for your staff, it’s important to consider first…what’s the real cost of bad customer service to your company? Let’s look at some statistics. In a recent study, did you know 86% of consumers reported no longer doing business with a company after a bad experience? 51% of consumers also reported trying customer telephone support only once before giving up. That means you may have exactly one shot at success before your client gives up on the process, potentially walking away permanently. Other research shows that on average, a client will tell only 9 people about a great experience they had doing business, while a consumer with a negative one will tell 16 of his or her friends and colleagues. That’s pretty significant, and begs the question…can you afford not to train your employees to provide the kind of customer service that turns any interaction into a successful one?

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