The
results of a recent customer service study conducted by Coldwell Banker
indicated “a strong correlation between the quality of a company's customer
service and its long-term success.”
The findings also revealed that a typical consumer switched businesses they
dealt with twice in the past three years due to "bad service." When asked to define the differences between
great and poor service, consumers ranked the top characteristics of companies
with "great service" as follows:
- Resolving
questions and problems (66 percent)
- Knowledge
of the product or service (49 percent)
- Being
easy to reach (35 percent)
- Understanding
requirements (35 percent)
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