Archive for the ‘Customer Service’ Category

Your Service Problems Are 20 Times Greater Than Your CEO Thinks

August 30th, 2011
Steven Howard

Senior Management Do Not Hear of 95% of Service Problems. Customer research surveys show that only 50 percent of all customers complain about service problems. Ninety percent of these complaints are made only to the frontline person serving them, or perhaps to their immediate supervisor. Only 10% of customer complaints are given directly (or indirectly) to senior management. As a result, top management typically hears only about 5% of all customer service issues! …

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