Customer Service Excellence

Before we discuss about Customer Service Excellence, let's look at certain key statistics:

• 85% of customers leave due to poor 'customer service'. They don't leave you instantly i.e. 17% leave after first instance (of poor service), 40% leave after second instance and 28% leave after third instance.

• A customer is 4 times more likely to defect (or churn), if the issue is service related.

• In fact, price isn't the main reason for customer churn (as perceived by many), it's actually poor quality of customer service.

• A dis-satisfied customer will surely share his/her bad experience with 20 others. In social media, this number can expand up to 3000. Remember, at least 70% of buying still depends on 'word of mouth' publicity.

• 66% of customers would in fact pay extra for better customer service, and would purchase more from a company, which offers them excellent customer service.

How does an organization assess it's customer service levels?

By measuring it's Customer Satisfaction (CSAT) and Net Promoter Scores (NPS) via the customer surveys. To get a free evaluation on your customer service ratings, contact soon before it eats away your business!