> describes the job better
hey, don't go and confuse a perfectly good set of prejudices with boring old
facts!
Some customer service facts from a report I am just drafting, for the record:
Only 4% of dissatisfied customers complain
96% just slip quietly away, and 91% never come back!
68% quit because of an attitude of indifference by contact
Unhappy customers tell 8-10 people on average
1 in 5 dissatisfied customers tell 20 other people about their bad experience what a powerful advert!
70% complainers can be won round, rising to
95% if settled on the spot
A resolved dispute creates a more committed customer
Low service companies typically lose 2% market share
High service companies typically gain 6% market share
Retention @ 90% = customer life of 10 years on average
Retention @ 95% = customer life of 20 years on average!
High retention = Good word of mouth recommendation
