It is no longer good enough to have ‘satisfied’ customers:

the internet will continue to empower the customer like nothing before, and ‘cutting edge’ service is winning business globally at an astonishing pace.

For organisations to thrive, or even survive, in this brave new world, they must deliver great service as standard.

This sounds easy, but in practice, we know both as customers receiving service, and workers delivering service, that

it’s very hard to get right consistently & excellently.

The 4 ‘golden questions’ of customer service

1. What level of customer service will grow our business?
2. What stops great customer service from being common practice on a daily basis?
3. What can we actually DO about this?
4. If we do all this, how do we measure it effectively, & get the information we need in order to continue improving?

The 4 key facts of customer service

On average:

1. It costs at least 6 times as much to get a new customer, as it does to keep an existing one
2. ‘Dissatisfied’ customers, tell at least 12 people: ‘Satisfied’ customers tell no-one.
3. 80% of people who switch their custom to a new supplier were ‘satisfied’ when they switched.
4. Organisations that deliver ‘great’ service are almost twice as profitable as those that deliver ‘satisfactory’ service.

Please click here to contact us for more information.

Please click here to see our sister website (greatorpoor.com), which specialises in this area (opens in a new window).

Please click here to get to a wealth of our free information on 'The Champions Club' website (opens in a new window).