Management guru Peter Drucker once stressed that “quality in a service is not about what you put into it but what the customer gets out of it.” This means that you can put in a lot of effort and still not reap the desired results in customer satisfaction. Statistically, only 1 out of every 26 (4%) dissatisfied customers bother to complain. The remaining 25 (96%) simply go away and many of them never come back.
Most companies treat service as a low-priority business operation until customer attrition hits their bottom line and by that time it is often very expensive or even too late to correct. One customer can make a difference and you don’t get a second chance to make a good first impression.
The flagship ‘Sheba Model’ designed by Legacy & Legacy provides practical tools and a systematic approach that will lay the foundation for providing excellent customer service throughout your organisation.