The True Cost of Customer Service

Customer service is a term used when describing the level of support a company delivers to its customers. For too many people—and businesses—the term conjures up horror stories of late or missed service appointments, poor performance, and multiple call-backs before the problem was fixed or the service delivered. Poor customer service results in lost customers and lost revenue. Good customer service increases customer satisfaction and retention and results in higher service margins.

This critical difference is borne out by a recent research report published by the Aberdeen Group (Aberdeen): Field Service 2012: The Right Technician, (February 2012).

The report, based on surveys of 220 service professionals, found that higher customer satisfaction drove higher retention and loyalty among the customers and higher profitability for the servicing organizations. In fact, the research shows that field service businesses providing Best-in-Class customer service are the most profitable.

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