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  Customer Service Facts & Quotes
Thought you might be interested in some of these statistics and customer service thoughts:
  • 68% of customer defection takes place because customers feel poorly treated.  Source:  TARPquotes
  • It can cost five times more gain new customers than retain existing ones. Source:  TARP
  • For every customer who bothers to complain, 260 other customers remain silent.  Source:   Lee Resource Inc.
  • It takes 12 positive service incidents to make up for 1 negative incident.   Source:  Lee Resource Inc.
  • The average "wronged customer" will tell 8-16 people about it.  Over 20% will tell more than 20.  Source:  Lee Resource Inc.
  • 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
  • 56% - 70% of the customers who complain to you will do business with you again if you resolve their problem.  If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will refer other people to you.  Source:   the White House Office of Consumer Affairs, Washington, DC
  • It costs five to six times as much to get a new (first time) customer as it does to keep a current one.  Source:  the White House Office of Consumer Affairs, Washington, DC
  • Customer loyalty is, in most cases worth 10 times the price of a single purchase.  Source:  "Understanding Customers" by Ruby Newell-Legner
  • Betsy Sanders in her book "Fabled Service" sums it up with:
      • Share your passion for service
      • Make service everything your company is and does
      • Be of service in all that you do
      • Act according to the believe that you are in business to serve your customers
      • Serve those who serve your customers
      • Design every part of your business with service as the desired outcome
      • Be in business to serve society
      • Create and sustain the service vision
  • "Thank you very much"  These are the four most important words you can ever say, or will ever hear.  Source:  Unknown
  • SERVE, (from Latin:  servire = to serve).   To exert oneself continuously.  To render service so as to benefit, help, or promote.  To deliver in readiness.  To furnish or supply.   Synonyms:  aid, advance, help assist.
  • In the real world there are YES and NO.  In SERVICE there are Yes and "May I suggest the following?"
  • Before starting any shift:  Take three deep breaths.  Say:  I can do this.
  • Given a choice between a smiling person and one who is frowning, who would you approach?
  • Tell me to what you pay attention and I will tell you who you are. Source:  Albert Einstein
  • If it's out of your control, don't waste time worrying about it.  Focus on those things that you CAN control.
  • Never be defensive with a customer.  Never hid behind a counter or desk.  Never make excuses.  Only amateurs do that stuff.
  • THANK YOU NOTES - Anybody can write one.  Everybody loves getting one.
  • If you are offered a company training class:  GO.
  • Many forgive injuries, but no one forgives contempt.   Source:  Thomas Jefferson
  • People solve problems.  Technology only helps to make the solutions faster.
  • It takes more time to complain that it takes to change.
  • Nothing great was ever achieved without enthusiasm.  Source:  Ralph Waldo Emerson
  • Keep my words positive:  Words become my behaviours.  Keep my behaviours positive:  Behaviours become my habits.  Keep my habits positive:  Habits become my values.  Keep my values positive:  Values become my destiny.  There is no dress rehearsal:  This is one day in YOUR life.  Source:  Mahatma Gandhi
  • Rule 1:  The customer is always right.  Rule 2:  If the customer is ever wrong, re-read Rule 1.  Source:  Stew Leonard
  • Customer satisfaction is worthless.  Customer loyalty is priceless.   Source:  Jeffrey Gitomer
  • Do what you say you are going to do, when you say you are going to do it, in the way you said you were going to do it.  Source:  Larry Winget
  • If you're not serving the customer, your job is to be serving someone who is.  Source:  Jan Carlzon
  • There is only one boss.  The customer.  And they can fire everybody, by spending their money somewhere else.  Source:  Sam Walton
  • Do what you do so well that they will want to see it again and bring their friends.  Source:  Walt Disney
  • If you don't genuinely like your customers, chances are they won't buy.  Source:  Tom Watson


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