The document discusses the need for a "service revolution" to improve customer service. It notes that 95% of dissatisfied customers will never complain and 90% will never return due to a negative service experience. Poor service costs companies billions annually in lost revenue. The top three reasons for customer defection are feeling unrecognized, unhelpful staff, and ineffective call centers. It advocates capturing customer feedback through "voice of the customer" programs to understand expectations and drive continuous improvement. When service meets expectations based on real-time feedback, it can increase customer and employee retention while differentiating companies in the marketplace.

1. Let the Service Revolution Begin! Presented by Linda Gomes – April 2010

5. The Cost of Poor Service Source: 2006 Maritz Poll In words 43% of customers leave an organization because of a negative service experience, and of those, 77% attribute that experience to employee attitude or behaviour – In short BAD SERVICE . In Figures AT&T annual turnover (09) - $30.6 billion 43% = $13.16 billion 77% = $10.13 billion – Lost revenue due to bad service Graphically 77%

6. The Cost of Poor Service NEW CUSTOMERS EXISTING CUSTOMERS

20. Questions