- Published: Tuesday, 11 October 2016 10:38
- Sourced by SolutionsTeam
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-Saharan 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 3 to 7 October 2016, Fatima Sullivan, vice president of Customer Service for DHL sub-Saharan 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.”