Customer Centricity Training

How many clients would be willing to pay more for a better customer experience?

• 60%

• 12%

• 30%

• 78%

A dissatisfied customer will tell about their experience to…

• 6 people

• 1 or 2 people

• Nobody

• Between 9 and 15 people

What is the main reason for customers stopping doing business with a company?

• High prices

• Non-conforming products

• Being treated poorly

• Company governance

What are the main customer’s expectations towards Customer Service?

• Review thoroughly

• Give faster responses to their requests

• That an agent is directly reachable

• Better understand their expectations

What is the key to a good perception of Customer Service?

• Politeness of the Customer Service Representative

• Technical knowledge of the Customer Service Representative

• The effectiveness of the answer

• The quickness of the answer

Which support channel has the best customer satisfaction?

• Phone

• E-mail

• Help Center / Web Form

• Chat

How many positive customer experiences will it take to make up for one unresolved negative experience?

• 5

• 9

• 12

• 8

Which country has the best global client satisfaction?

• USA

• Belgium

• France

• New Zealand