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What if this happened to you?
It's not nice when a customer complains (though it could be argued that it is
even worse when they don't because you can't do anything about it). But for most
of us, at least our customer complaints aren't broadcast to over a million
people in just a few days. That is just what has happened to United Airlines
when the baggage guys downstairs were a little disrespectful when unloading a
customer's guitar. Click here to see what happened
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Service Pitfalls
We all know that a positive tone and language are highly important when
it comes to good customer service, but many retailers still use phrases
that may give the wrong image and negatively impact our customers'
shopping experience.
The following phrases used in a customer service setting can kill a
sale and possibly lose a customer. Here are some sayings retailers
should avoid: Click here
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Customer Service Facts
Reducing customer defections can boost profits by 25% - 85%. In
73% of cases, the organisation made no attempt to persuade dissatisfied
customers to stay; even though 25% said that a single apology would
have prevented them from moving to the competition. Source: NOP
80%
of complaints received by an organisation are likely to have poor
communication as their root cause, either with the customer or within
the organisation itself. Source: Unknown
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