KNOWLEDGE LIBRARY

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High Cost of Disappointed Customers

Most organizations underestimate the harm done by poor customer service.  Consider the following aspects of customer behavior:

 

·       The large majority of the reasons customers leave has nothing to do with product. It has to do with service.

·       The large majority of dis-satisfied customers don’t complain; they just leave.

·       Dis-satisfied customers tell twice as many people about their dis-satisfaction than satisfied customers.

 

Dis-satisfaction is rooted in un-met expectations. One of the most important aspects of customer service is managing customer expectations and developing a profitable customer service policy that the supply chain can reasonably support.

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