Chapter 9 Focusing on Customer Service - Chapter 9 Focusing on Customer Service Reasons why Customers Quit Doing Business with a Company o According to

Chapter 9 Focusing on Customer Service - Chapter 9...

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Chapter 9 Focusing on Customer Service Reasons why Customers Quit Doing Business with a Company o According to LeBoeuf (2000), the majority of customers no longer do business with a company for the following 1% die 3% move away 5% Develop other relationships 9% leave for competitive reasons 14% are dissatisfied with the product 68% quit because of an attitude indifference toward the customer by an employee Keeping Customers Happy o Unsatisfied customers will tell people about their poor experience o Satisfied customers will tell people about their positive experiences Training Staff for Exceptional Customer Service o One common reason for poor service employee training. Providing excellent customer service does not cost the company much more than providing poor service. o Staff members who are well trained and who deliver exceptional customer service will be happy and more likely to stay with the company.
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