It is wonderful – and unfortunately, rare – to hear such great customer care stories.

An interesting survey by Customer Care Measurement & Consulting found that 62 percent of respondents to the survey just wanted to vent and tell their side of the story to a customer service representative.

The largest group – 82% – wanted (no surprise) their product repaired or a service problem fixed. 59% wanted an apology.

This is an outstanding article!! I wish more companies would adapt this type of culture.
As an owner of a mystery shopping company, I see this all time. You need to start by teaching your employees what “WOW” service is and giving them the power to execute it on the sales floor. In today’s age of social media, “WOW” service may very well become the best way to advertise your company without paying a dime!

Here are some interesting statistics from the U.S. Department of Labor regarding customer service:

* 96% Do not complain
* One out of 20 Do complain
* 19 Do not complain
* 9 to 10 People hear of the problem
* 10% Tell 20 to 30 people about poor service
* 54% to 70% Return if complaints are resolved
* 95% If problem is resolved quickly”