1 / 18

Customer Service

Customer Service. Jennifer Testa. Why does it matter?. The average business never hears from 96% of its unhappy customers. Why does it matter?. For every complaint received, the average company in fact has 26 customers with problems, 6 of which are serious in nature. Why does it matter?.

mya
Download Presentation

Customer Service

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Customer Service Jennifer Testa

  2. Why does it matter? The average business never hears from 96% of its unhappy customers.

  3. Why does it matter? For every complaint received, the average company in fact has 26 customers with problems, 6 of which are serious in nature.

  4. Why does it matter? Of customers who register a complaint, between 54% and 70% will do business again with the organization if their complaint is resolved. That figure goes up to an impressive 95% if the customer feels that the complaint was resolved quickly.

  5. Why does it matter? The average customer who has a problem with an organization tells 9 or 10 people about it. Thirteen percent of the people who have a problem with an organization recount the incident to more than 20 people.

  6. Why does it matter? Customers who have complained to an organization and had their complaints satisfactorily resolved tell an average of 5 people about the treatment they received.

  7. Triple A • Attraction • Attention • Attitude

  8. Attraction • something that attracts or is intended to attract people by appealing to their desires and tastes

  9. Attraction You’ve gotta choose where you’re gonna be as soon as you get out of bed! I consciously make that choice every day. -Justin Hall

  10. Attention • sympathetic consideration of the needs and wants of others

  11. Attention One of the deep secrets of life is that all that is really worth doing is what we do for others. -Lewis Carol

  12. How? • Remember that you cannot multi-task with people. • Let the speaker do most of the talking. • Beware of noise. • Maintain eye contact. • Give up the win.

  13. Attitude • a position assumed for a specific purpose

  14. Attitude The greatest discovery of our generation is that human beings can alter their lives by altering their attitudes of mind. As you think, so shall you be. -William James

  15. Attitude Everything can be taken from a man but ... the last of the human freedoms - to choose one's attitude in any given set of circumstances, to choose one's own way. -Viktor Frankl

  16. A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort. -Herm Albright

  17. Work is either fun or drudgery. It depends on your attitude. I like fun. -Colleen C. Barrette

More Related