1. Customer Service – Facts and
Rules

2. What is Customer Service?
Solutions Assurance Empathy
Actions
Value For
Time
Reliability
Quality
Proper
Communication
Ease
Value For
Money
Proper
Addressing
Patience
CourtesySatisfaction
Appreciation
Involvement
Honesty
Customer Needs Customer Services
Assistance

3. Customer Service Facts
5%
95%
#1.FACT: Most of the dissatisfied customers never complain
In most organizations the metrics for the number of complaints
come from the customer grievance department. According to
research:
50% of the customers may actually be experiencing problems at
any g
Customers Who Complain
Customers Who May
Never Complain

4. 33%
54%
13%
#2.FACT: Unhappy Customers Spread The Word Around
According to the Global Customer Service Barometer study
conducted in 2012, people are twice as much likely to talk about
bad customer service experiences as they are to talk about good
experiences.
Good Experiences: Shared
with 5+ People
Bad Experiences: Shared
with 5+ People
No Reaction

5. 5%
95%
37%
#3.FACT: First impressions : They Do Last Forever!
First impressions have a bearing on whether a
customer will stick around or not :
24% continue to seek out vendors for 2 or more years after
good experiences
39% continue to avoid vendors for 2 or more year
Who Seek Out Vendors
after Good Experience
Who Avoid Vendors after
Bad Experience
Who Aren't Affected By
the Experience

6. # 4. FACT: It is More Expensive to Gain a New Customer Than to
Retain an Existing One
In a study by the White House Office of Consumer Affairs, it has
been established that it is 6-7 times more expensive to acquire
a new customer than keeping an existing one.
# 5. FACT: Bad Customer Causes More Than Just One Lost
Opportunity
Investing today in providing the best of the customer
experiences will have a snowballing effect in any company’s
fortunes, powered by a favourable WOM and repeat purchase
behaviour.

7. Keys to a Good Customer Service
Follow These Golden Rules
Listen To Your Customers
Deal With Their Problems
Apologise But Resolute
Always Provide Something Extra
Always