Customer Service Essay

1509 WordsOct 7, 20107 Pages
THIRTEEN CUSTOMER SERVICE FACTS BY: Michael A. Aun, CSP, CPAE Speaker Hall of Fame Reference - Thirteen Customer Service Facts. Fact Number One Dissatisfied customers tell an average of ten other people about their bad experience. Twelve percent tell up to twenty people. In very simple terms, bad news spreads rather quickly. Don't think for a moment that your poor performance in servicing your client goes unnoticed. Not only does it go unnoticed, but you pay a very dear price for that kind of publicity. Fact Number Two Satisfied customers will tell an average of five people about their positive experience. Conversely, the good news, unfortunately, doesn't…show more content…
So when a sale is made, make it clear to the client that you welcome their input and that you would be disappointed if a problem exists that you were unaware of. This permits the client to let you know that they are experiencing a problem. Fact Number Seven In many service industries (yours included), quality of service is one of the few variables that can distinguish a business from its competition. In the Scientific Apparatus Makers Association, your members may be competing with dozens of other similar companies that make similar products. In many cases, there's not a nickels worth of difference between the vast majority of products and services that you and your competition offer. The only appreciable difference is in the service rendered by the sales and service people. For 99.9% of your clients, the SALES AND SERVICE PEOPLE are the company. Most of the time, they are the only people with whom the client will ever be in contact. Fact Number Eight The first thirty seconds of a call or meeting sets the tone for the remainder of the contact. The last 30 seconds are critical to establishing last rapport. You only get one opportunity to make a first impression...don't screw it up! If you want to be accepted as a professional, you must look and act the part. If you look and act shabby, you will be perceived as shabby. If you plant peas you get peas, not corn. People will expect of you what you expect of yourself: what you've invested in

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