In a message dated 10/4/00 5:21:43 AM Pacific Daylight Time, mruskin@PANGEA.CA writes: << Then the irate customer is your most loyal and happy customer, because he was the customer in greatest need of assistance - which you can always give him. >> I agree w/ Marshall. I have been in the Customer Service business for 22 years. Most of those years were in the Regulatory Department of a government regulated company. By the time the customer was talking to me, they usually had been irate enough to have filed a WRITTEN complaint. Nine times out of ten the problem was resolved by simply listening to the customer and clarifying their needs. The other 10% were resolved with not much effort. Almost every customer who went thru this program remain just that -- a customer. An independent survey conducted monthly showed that we had a 99.7% customer retention rate with an end of year average of 97% (at the time, it was the highest in the States of California and Nevada). I've seen billboards from car companies bragging about how they managed to hit 77%. What's the secret? Listen to the customer and treat like well ... customers. BenT San Francisco don't be a 3% |
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