We all deal with customer service on a day-to-day basis. Some of us, however, know just how important customer service is to gaining and retaining customers. It ultimately dictates how well we grow and maintain our business. This book is meant to be an encouragement and inspiration to all business owners, entrepreneurs, and dedicated business leaders – to recognize the struggles found in the business/customer relationship and then to move into a place of success in customer service.
If your business is struggling, or not growing as fast as you would like, the problem may not be getting more customers, but keeping the ones you have. Here are some startling stats:
- 96% of unhappy customers won't complain to you
- Many of those unhappy customers WILL complain to as many as 20 of their friends
- The cost of a new customer is up to 5 times that of retaining a current customer
- Even a small improvement in customer service can yield HUGE results over time!
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