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Immersive Learning by Koreen Olbrish Pagano

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9.

SERVICE SKILLS

Customer service and sales professionals are the face of many organizations; they interact with customers to drive sales and business success. Consider the following statistics on customer service from the article "20 Customer Service Statistics for 2001":

  • It costs four to five times more to bring in a new customer, than it does to keep an existing one.
  • 86 percent of people say they've stopped doing business with a company because of just one bad customer service experience (up from 69 percent in 2007).
  • 60 percent of consumers say they will pay more for a better customer service experience.
  • 81 percent of companies that measure customer service are outperforming their competition.
  • A dissatisfied customer will tell between ...

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