By Our Reporter
A recent survey by research and analysis information technology company, Forrester has found that 39% of customers tell their friends and families about bad customer experience. This means that for every customer that has a bad experience with a company, the resulting business erosion that accompanies it can increase exponentially.
While there are no current statistics on the impact of poor customer service on businesses operating in Sub-Sahara Africa, it is safe to say that poor customer service can seriously impact a company’s bottom line.
In light of International Customer Service Week, acknowledged from 3rd to 7th October 2016, Fatima Sullivan, Vice President of Customer Service for DHL Sub Sahara Africa says that in an increasingly competitive world, good customer service is key to attracting and retaining customers.
“With a multitude of options now available to consumers when it comes to products and services in every sector, it is crucial for businesses to differentiate themselves through customer service excellence. When a customer’s satisfaction is increased by one point, there is an average 10% increase in the possibility that they will remain a customer, according to the Institute of Customer Service. This statistic reveals that even small changes to improve customer service can have a positive impact on a company’s client retention,
