The PEOPLE Approach to Customer Service

Is your company leaking customers? In this groundbreaking title, Carl Henry examines why businesses will go to such great lengths to find new customers, only to let them slip away for lack of attention and care. In most cases, it isn’t that they don’t want to keep the clients that they have – after all, it takes five to ten times more to bring in a new customer than it does to keep an existing one – but that they lack the tools to effectively service their existing accounts. The PEOPLE Approach to Customer Service is the cure for this conundrum. By showing professionals at all levels of the company, not just the men and women in the so called “customer service” department, how to handle client requests in a professional way, Carl’s approach makes it possible to retain buyers and exceed expectations. This book is required reading for anyone that doesn’t just want to attract new customers, but also profit from the ones they have. “Consider the conclusions of a Consumer Affairs study. Upon surveying all kinds of buyers about why they’d taken their business from one vendor or company to another, they found that 68%–a whopping two thirds-left because they felt they were treated without care or concern by an owner, manager, or frontline employee…In the same study, researchers found that of the unhappy majority, 96% never complained. However, a full 90% of them will never buy from the offending agent again, and most will tell nearly a dozen other people of their bad experience.”-p. 72