You can help strengthen your customer service handling with two easy steps that require you to devote time and energy to the business communication, inter-communication I should say.

The Total Telephone Effectiveness Company has training aimed at those who work in customer service and works with companies who can provide the hardware that might make this area more pleasant for your customers.

All too often my clients create the level of dis-satisfaction that the customer has experienced before a person even takes the call.

The role of customer service in any business is crucial, add the telephone into the mix and you have an opportunity to ensure you keep your customers.

• A typical dissatisfied customer will tell 6-10 people about the problem. A typical satisfied customer will tell 1-2 people.
• It costs 6 times more to attract a new customer than it does to keep an old one.
• Of those customers who quit, 68% do so because of an attitude of indifference by the company or a specific individual.
• About 7 of 10 complaining customers will do business with you again if you resolve the complaint in their favor.
• If you resolve a complaint on the spot, 95% of customers will do business with you again.

You need to treat others as you expect to be treated.