Copyright © 2014 On-Purpose Partners1

Customer Service

Befor

e

Copyright © 2014 On-Purpose Partners

SensationalCustomer

Service

After

Copyright © 2014 On-Purpose Partners

Copyright © 2014 On-Purpose Partners3

Did You Know…

? % of customers leave companies because of perceived indifference/bad attitude

It costs ? times more to attract new customers than to keep current ones

One person who complains represents ? others who didn’t take the time

Unsatisfied customers tell ? others

Befor

e

Did You Know…

68% of customers leave companies because of perceived indifference/bad attitude

It costs 6 times more to attract new customers than to keep current ones

One person who complains represents 25 others who didn’t take the time

Unsatisfied customers tell 9 others ++

Befor

e

Copyright © 2014 On-Purpose Partners

Did You Know…

? % of customers leave companies…

It costs ? times more to…

One person who complains represents ?...

Unsatisfied customers tell ? others

After

Copyright © 2014 On-Purpose Partners

Did You Know…

68% of customers leave companies

It costs 6 times more

One person who complains represents 25

Unsatisfied customers tell 9 others ++

After

Copyright © 2014 On-Purpose Partners

7

Difficult Customers – L.A.S.T.

Listen with patience Apologize and Ask Solve What You Can Thank Them

Befor

e

Copyright © 2014 On-Purpose Partners

Difficult Customers – L.A.S.T.

isten with Patience

pologize and Ask

olve What You Can

hank Them

L

A

S

T

After

Copyright © 2014 On-Purpose Partners