Customer Service Facts & Figures

Customer Service Facts & Figures

Trying for a great reputation makes good economic sense. Consider these facts:  It can cost up to five times as much to attract a new customer than to retain an existing one  The average business never hears from 96% of its unsatisfied customers For every complaint...
Missing the Point

Missing the Point

I had an opportunity the other day to experience firsthand a company doing what is correct but not doing what is right. There was a coupon for a free pizza from a local pizza joint, which looked like a winner. I’ll share my experience with you. The conversation that...
Guaranteeing Disgruntled Guests

Guaranteeing Disgruntled Guests

By: John Self Let’s examine points that will guarantee disgruntled customer service experiences every time. Oh boy! The best way to create disgruntled customers is to have management ignores the common, everyday interactions between the customer contact person...
Tools Of Customer Service

Tools Of Customer Service

by: John Self Like every facet of life, problems exist. But like a bad western when the hero comes rushing in to save the fair damsel, tools exist to help gun down those problems. Customer service is no exception. Some customer service tools that may have been...
Eyes Wide Shut

Eyes Wide Shut

by: John Self Put yourself in your customer’s shoes for one minute.  They’re having a wonderful dinner; the background music is playing nicely and they’re obviously enjoying themselves.  Just as one of them is about to put a bite of steak in their mouth, the...