Albert Einstein once said, "Only a life lived in service to others is worth living".  In a service economy, the imperative to provide exceptional customer care is stronger than ever.

Statistics show that:

• organisations providing quality service grow twice as fast and pick up market share three times quicker than their competitors
• the average Australian company will lose 10-30% of its existing customers - mostly due to poor service
• it takes twelve positive service incidents to make up for one negative incident
• 90% of customers don't complain when they have a problem - they just don't come back

The 201 Insights into Providing Exceptional Customer Care booklet provides you with the best insights we have gathered to assist managers and staff in thinking about customer care.

Divided into two parts, Part I provides practical insights for service providers and Part II offers insights into managing customer service and developing a customer focused culture.

For information on this booklet or to purchase a copy please contact us.

RRP $14.95

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