According to a survey of more than 8,600 consumers, 85 percent said they spend and shop more at retailers that provide good service, and 82 percent said they are likely to recommend those retailers to their families and friends. This survey by BIGresearch for the National Retail Federation and American Express shows that consumers want employees who are courteous, able to answer their questions and have empathy for their problems.
On the flip side, unhappy customers spread the word to anyone who is willing to listen about their bad experience. Now, with the Internet being so popular, people can even complain to several strangers. The most common complaints are rude and unknowledgeable employees, salesclerks who offer too much contact by constantly asking if the customer needs help, or workers who try to talk consumers into buying something they may not want.
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After reading Jacqueline's book, we have implemented her customer service recommendations in our healthcare practice. The patients' comments are wonderful. The presence of etiquette in healthcare equals a more professional practice. Our referral sources appreciate our etiquette as well! Thank you!
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