Service recovery training is designed to rescue situations where the customer has not received satisfactory service.
When customers are satisfied with the service they receive, 65 percent remain loyal and return, with only 30 percent returning when they are dissatisfied.
Surprisingly, when customers feel that a complaint has been handled well, 85 percent of them will return. For this reason, advisers should be trained to take responsibility for the problem even though it is not their fault. They should not blame other departments and instead give a sincere, unconditional apology, which will normally calm even angry customers.
Generally, the rule of thumb is that it is five times more expensive to gain a new customer than to retain an existing one. As a result. and particularly in recent years, much greater attention is being given to keeping existing customers satisfied.
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