Customer service is the #1 factor in a customer's decision to return as a regular customer.  Poor customer service costs U.S. companies an estimated $35.4 billion in lost business each year. Surveys show that poor customer service is the leading complaint, even ahead of prices, cited by customers who stop buying a company's products or services.

Providing good customer service and maintaining customer loyalty typically depends on how ably employees wait on customers, take product orders, work the phones, offer technical assistance, and nurture business relationships.

96% of dissatisfied customers do not complain directly to management. Additionally studies have shown that just 1 unhappy customer will tell approximately 9 other people and 13% of them will tell at least 20 other people.

Bottom line: 90% of customers who experience poor service will not complain and will not return. Too bad that more and more businesses are loosing their focus on customer service in light of the fact that the American public loves good service.

The death of customer service has diminished loyalty and fueled an increase in cyber buying. Former customers are going away to competitors or sitting down at a computer, typing www.anythingyouwant.com, and ordering it for delivery. Customers are giving up the practice of begging a sales person to help them.

Facts:

• One typical incident of poor customer service, on average, results in the loss of a minimum of 10 customers.
• Southland Corporation (7-11 Stores) claims that 68% of customers who quit coming to the store, quit due to the attitude of their employees.

Solution:  Georgia CCTV systems with audio can be used in customer service training and will increase employee awareness. Employees who know they are being watched are significantly impacted, resulting in behavior changes and improvement in customer service. Studies show that video and audio monitoring combined with training, coaching, and supervision significantly improves employee performance.

Sources: Dan Malachowski, Salary.com / Bureau of Labor Statistics of the U.S. Department of Labor. / Scripps Howard News / National Association of Convenience Stores / Rutgers University / U.S. Department of Justice