Below are significant statistics and several articles of note.

Significant Statistics

• Companies can boost profits by almost 100% by retaining just 5% more of their customers. Reichheld and Sasser, 1990, Harvard Business Review.

• The turnover rate was 41% without training and dropped to 19% with training. Schlesinger & Heskett, 1991 study results.

• 90% of corporate executives say that employees are the most important variable in their company's success. Towers Perrin survey. However, people-related issues such as training and compensation consistently ranked at the bottom of the list. "Executives rank 'People' issues", April 1995, HR Focus 72(4):14.

• 70% of the customers lost by thirteen big service and manufacturing companies were lost due to lack of attention from front-line employees. Peters, 1995, Service or Perish, Forbes 156(13):S142-44

• Very satisfied customers are 6 times more likely to repurchase than satisfied customers. Xerox Corporation Study, 1991

• Why customers stop buying: 68% bad service or lack of attention. Study by The Forum Group.

• 82% of the way your customers view your company is strongly influenced by the way the phone is answered. Communications Briefings, Alexandria, VA

• Poor communication is the most frequently reported single major source of frustration in companies. Beech, Burns & Sheffield, 1983.

• Companies that got the highest marks for quality of customer service achieved twice the ROI and market share of companies rated as providing inferior customer service. Strategic Planning Institute, 1999.

• 84% of what people hear is based on the tonality of the speaker's voice. UCLA study, 1994.

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