Did you know... the cost of providing poor customer service has recently tripled? It used to be that an unhappy customer would tell 8-16 people. Now they're telling 45 - and this time it's in writing or on video. The reason, according to a survey by Convergys, is in addition to word-of-mouth comments, one out of three unhappy customers now posts comments about poor service on social media sites like Twitter, Facebook, or YouTube. The average audience on these sites is 45 people. Of those 45, two thirds avoid or stop doing business with those companies that get bad reviews. In other words, one negative comment on a social media site can lose companies as many as 30 customers!
Today's Chuckle:
Sometimes it costs more to do nothing than to do something.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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