Customer Service Facts:

• Dissatisfied customers tell an average of 10 other people about their bad experiences.

• Satisfied customers will tell, on the average, 5 other people.

• It costs approximately five times more to attract a new customer than to keep an existing one.

• Up to 90% of dissatisfied customers will not buy from you again, and won't tell you why.

• 96% of dissatisfied customers do not complain of poor service.

Why Customers Stop Buying From You:

• 95% of dissatisfied customers will become loyal customers if their complaints are handled well and quickly.

• The first 30 seconds of a phone call or meeting sets the tone for the remainder of the contact.

• The last 30 seconds are critical for establishing lasting rapport.

Service is often one of the few variables that can distinguish a business from its competitors.

What Infuriates Customers:

• Rudeness.

• Missing deadlines.

• Promises not kept.

• Faulty products.

• Difficulty with exchanges.

• Pushy sales people.

• Unqualified or untrained staff.

• Clichés.

• Being put on hold.

• Customer service lines being busy.

Why Customers Don't Complain:

• Don't think it will do any good.

• Not worth the trouble or personal stress.

• Don't know where or to whom to complain.

What factors determine your customer's expectations?

Superior Customer Satisfaction!

How to Deliver Superior Customer Service:

• Acknowledge people as soon as possible.

• Introduce yourself.

• Offer your help—and smile!

• Use the customer's name.

• Listen to the customer and look them in eye.

If you have a customer with a problem:

• Make sure you understand the problem.

• Take action.

• Follow up.

• Thank the customer.

• Wow the customer.

Handling Irritated Customers:

• Let the customer vent.

• Listen attentively.

• Be genuine in your concern.

• Ask questions to clarify the complaint.

• Propose alternatives.

• Make sure the solution satisfies the customer.

• Apologize for the inconvenience.

• Act quickly.

Telephone Skills:

• Greet the caller pleasantly and promptly.

• Identify yourself and your department.

• Always ask permission before placing someone on hold.

• Use the caller's name.

Remember:

• Every call is important.

• Be tactful.

• Take time to be helpful.

• Say "please," "thank you" and "you're welcome."

• Return calls promptly.

• When leaving messages, always leave your name and telephone number, including your extension.

• Do not leave a caller on hold for more than 60 seconds without coming back on the line.

• Always ask, "Is there anything else I can do for you?" before saying good-bye.

Authored by: Virgil Woolridge, Business and Industry Specialist, University of Missouri Extension
Date Reviewed: 2/22/03