"I didn't get what I ordered." "The representative was rude." "The delivery was promised last week, and I still don't have it!" These comments can become commonplace; however, customer complaints are valuable. Studies show that customers whose complaints have been resolved will bring in more revenue than they ever cost. A satisfied customer returns, buys, and refers additional new customers.
A study by the Technical Assistance Research Programs Institute identified two findings regarding customer complaints:
- The average customer with an unsettled complaint will tell nine to ten people about the experience.
- Up to 70 percent of dissatisfied customers will return to your business if the complaint is resolved, and up to 95 percent if the complaint is resolved quickly.
With this in mind there is a great need to train your staff in customer service. The Holland Resource Customer Satisfaction Workshop series allows your staff to develop an understanding of the role everyone plans in achieving a reputation for exceptional customer service and identify how to be an excellent service provider. Identify techniques for maintaining a competitive advantage through providing exceptional Customer Service.
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