Why Customer Service Can Break Your Business – Statistics You Need to Know

640px-Angry_womanHow much attention are you paying to YOUR customer service?
On a personal level, I’ll bet you’ve had some pretty miserable experiences with bad service. You may have told all your friends, complained about it, vented about it, and maybe even told the company itself.

But the reality is that most people DON’T complain about service.

They just leave and never come back.

And yet, a lot of companies don’t realize just easy it can be to provide good service.

Sometimes good customer service can be as simple as replying quickly to an email

….or listening to a customer’s problem and letting them know you care.

Take a look at some statistics around customer service and think again about how much attention and time you want to spend on it.

Pretty scary stuff, right?

Here are those stats again (in case you don’t want to look at the slides):

  • Customer Service Representatives fail to answer consumer questions 50% of the time.
  • 80% of companies say they give superior customer service, but only 8% of customers agree.
  • It takes 12 positive experiences to make up for one negative one.
  • Only 4% of disgruntled customers voice their dissatisfaction, but 91% of unsatisfied customers won’t come back.
  • 75% of consumers believe it takes too long to speak to an agent, 90% are frustrated with being put on hold, 91% are frustrated with having to contact a company multiple times for the same reason and 89% are frustrated with having to repeat themselves to multiple representatives
  • 86% of buyers will pay more for a better customer service experience, but only 1% feel that companies consistently meet their expectations.

That’s why we put together our rebrandable, ready-to-go training program on customer service over at Business Content PLR.

Take a look if you’d like to learn more about what it takes to provide world-class service, and teach others too:

==> Customer Service Excellence (ready-to-go training)

What does excellent customer service mean to you?