4: Customer Complaints

What percentage of dissatisfied customers will never come back to us?

Why is it important to act quickly even if you donʹt have a solution yet?

Complaints provide us with a chance to do what?

It costs how much more to attract a new customer than to keep an old one?

In addition to solving the current issue, you should also do what?

What will happen if we manage to turn customer dissatisfaction into customer satisfaction?

What is the key to stopping the rapid spread of dissatisfaction?

Approximately 82-95% of dissatisfied customers will be recoverable if...

10% of dissatisfied customers will tell more than...

What is the worst kind of customer dissatisfaction?

Unhappy customers are inevitable.

What percentage of dissatisfied customers complain?

You should try to understand the problem from which personʹs perspective?

Following a service failure, the critical priorities that ensure the best chance of recovering a relationship are what?

On average, how many people will a dissatisfied customer tell?

Providing customers the opportunity to give feedback is not vital to finding out whether or not theyʹre happy.