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WorksheetsCustomer service
Total questions: 13
Worksheet time: 4mins
Top two reasons for guest loss:
Feel poorly treated
Feel happy enough
Failure to make payment
Failure to solve a problem in a timely manner.
What do most guests want us to improve?
Quality of product
Better human service
Variety of services
Better prices
How many times more expensive to acquire a new customer than it is to keep a current one?
2 times
3 - 4 times
More than 10 times
6 - 7 times
What is the benefit of being proactive in our service?
Impact on Guest Satisfaction (RPS)
Impact on Sales
Impact on loyalty
What percentage of guests are likely to pay more for a better guest experience?
86%
29%
45%
61%
.... of buying experiences are based on how the customer feels they are being treated
Less than 10%
70%
26%
.....% of unhappy guest will not willingly do business with you again
91%
10%
67%
45%
Resolve a complaint in the guest’s favor and they will do business with you again .....% of the time.
100%
21%
40%
70%
How many positive guest experiences does it take to make up for 1 negative experience?
12
6
3
20
Why is the "Guest Experience" so important to most organizations?
It will improve overall service delivery
It can differentiate from competition
According to guests, customer service agents failed to answer their questions ...... of the time.
50%
90%
1%
25%
Bad News Travels Fast?
True
False
Employees ask for the customer’s name ....... of the time.
0%
100%
21%
75%
