February 2, 2012

Customer Service Experience

Most customers who feel they have been the recipients of poor customer service will never vocalize their feelings to that particular person or business. According to First Financial Training Services and the White House Office of Consumer Affairs only four percent of dissatisfied customers ever complain, therefore making the other 96 percent of customer’s easy pickings for your competitors.

Typically an unhappy customer will tell eight to ten of their friends, coworkers or family members about their bad experience, and one in five people will tell 20 others.

So, what are some of the more obvious signs of poor customer service that silently drive customers away? Here are a few observations:
  • There are no employees at the front service desk.
  • Personnel are talking on their cell phones and ignoring customers.
  • Not answering the phone, or not answering it in a timely manner.
  • No direct eye-contact with customers.
  • Emplyees who are not familiar with the company or the policy.
  • Rude employees.
  • The attitude of indifference as perceived by a customer
However, all is not lost, since seven out of ten customers will continue to do business if their complaint is resolved, and 95 percent of customers will be even happier if the problem is resolved immediately. And since statistics show that the average business spends six times more money to attract new customers and clients than maintaining the ones they have, loyalty from the current customers is very important.

So to all the current customers of Landmark Group we appreciate your business and hope to do more for you, and for all non Landmark Group customers  please feel free to visit our website at http://www.landmarkmg.com/company/testimonials.html and read through our client’s testimonials regarding their customer service experience with Landmark Group.

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