J Sainsbury Plc Customer Service
PROVIDING CUSTOMER SERVICE
WHY IS CUSTOMER SERVICE IMPORTANT
Customer service is a vital component in ensuring the success of any business and it is especially important for frontline companies such as J Sainsbury plc, It is the basis for the initial impression of customers, It ensures the return of the customers and with them repeat business, it improves the company image and customer perception, it can generate additional sales and there fore additional income through recommendation and word of mouth.
It does not matter if the products on sale are the best in the area and are offered at the cheapest prices, the company will not be successful if the service is poor the customer will always go to a competitor.
? 4% of customers complain.
? It costs a company up to six times as much to attract a new customer as it does to keep an old one.
? One unsatisfied customer will tell up to twenty five other people of their bad experience where as a happy customer will only tell five.
? Up to seventy percent of customers who have received a bad service experience will come back and do repeat business with a company if their problem is sorted out in an efficient and timely manner.
? Customers
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