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1 reason that people leave a place of business is based on how they were treated.
Smart companies understand the value of their current customer base, and recognizing what they need to do in order to keep them.
Moreover, about 13% of those unhappy customers will tell more than 20 (!
) people about their problem (unfortunately people tend to talk more about their bad experiences). The stats mentioned above clearly show how customer happiness brings an additional value to a company and how bad experience turns out to be an additional, unnecessary cost. They like the company, its products and enjoy the way it is doing business.
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Whenever they approach you, it is totally up to you whether that affection for the product you sell is sustained or does it simply go “puff”, and it’s gone!
It’s also time for good customer service to catch up and fight for customers, not fight against them. Kristina Evey, president of Centric Strategies – a customer service management company, says people no longer buy products or services – they buy relationships: “The No.Customer service can be a really intimidating topic if you are just starting.To set up a customer service department you need to be an expert on inter-personal relations, you have to know the most popular customer service channels and how to manage them.The question is: why doesn’t it always look like that?Why are the customers put on hold, even though over 50% of them hang up and 34% never call again?