bad customer service isn't cheap by lesson.ly
TRANSCRIPT
![Page 1: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/1.jpg)
Bad Customer Service
Isn’t Cheap
![Page 2: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/2.jpg)
There is an undeniable link between a customer’s brand loyalty and the level of customer service being delivered.
Customer Service
Brand Loyalty
![Page 3: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/3.jpg)
Although this link is extremely difficult to quantify, there are clear business gains from providing a superior customer experience.
Superior Customer Experience
Busi
ness
Gai
ns
![Page 4: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/4.jpg)
The question is…
![Page 5: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/5.jpg)
how much exactly is bad customer service costing you?
The question is…
![Page 6: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/6.jpg)
Unfortunately, the cost is much more expensive than anyone could effectively estimate because businesses only hear from 4% of dissatisfied customers.
![Page 7: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/7.jpg)
Because of this, calculating the cost of bad customer service can be difficult.
![Page 8: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/8.jpg)
However, many studies have estimated bad customer service costs U.S. corporations a staggering $84 billion each year.
![Page 9: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/9.jpg)
And acquiring new customers costs anywhere from six to 10 times more than keeping your current customers.
Keeping Customers Acquiring New Customers
![Page 10: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/10.jpg)
It simply makes dollars and sense to provide superior customer service.
![Page 11: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/11.jpg)
Good customer service also leads to profits.
Good Customer
Service Profits
![Page 12: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/12.jpg)
According to a study, 66% of consumers in the United States are willing to spend more money when they perceive superior customer service.
![Page 13: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/13.jpg)
The same study reported that 75% of customers have already increased their spending with a brand because of superior service.
![Page 14: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/14.jpg)
It’s a fact of doing business. When a customer feels appreciated, he or she will be more likely to continue shopping with the brand.
![Page 15: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/15.jpg)
There is also a proven benefit in solving your customer’s problems quickly.
Time to Respond
Cust
omer
Hap
pine
ss
![Page 16: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/16.jpg)
According to the Accenture 2012 Global Consumer Pulse Research report, approximately 50% of the customers they surveyed stated they left a brand because of bad customer service.
![Page 17: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/17.jpg)
A staggering 70% of those customers said they would have stayed with the brand if their problem was addressed in one phone call instead of several interactions.
![Page 18: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/18.jpg)
Providing good customer service hinges on your ability to quickly address a customer’s problems.
![Page 19: Bad Customer Service Isn't Cheap by Lesson.ly](https://reader030.vdocuments.us/reader030/viewer/2022032513/55d3227bbb61ebbc6b8b45f5/html5/thumbnails/19.jpg)
Keep your customer service team sharp.
Download the
Customer Service Training Manual