In the world of customer service there are so many beliefs that are mistaken as fact. You would naturally conclude that a complaining customer is an issue. A problem that needs to be dealt with, a solution must be created within the company in order to prevent future customers from complaining as well. But, according to this fascinating infographic by Salesforce, you want your customers to complain. In fact, the more complaints the better. Based on recent studies, less than 25% of customers actually complain when they have an issue, and 70-90% of customers don’t complain at all.
This infographic takes five commonly misconstrued conceptions about customer service, and exposes the real truth as to really what goes on behind the scenes. From proving that a complaining customer is actually beneficial to a company, to tackling the issue of what fewer calls actually means. Salesforce has done it again with this great list of debunked myths you’d never guess weren’t true!