Flashcards on Business English: Customer Service and Grammar

Business English: Customer Service and Grammar Guide for Students

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What is 'customer retention' as implied in the content?

Customer retention is keeping customers so they continue to purchase from the company rather than leaving.

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Customer Service

13 cards

Card 1

Question: What is 'customer retention' as implied in the content?

Answer: Customer retention is keeping customers so they continue to purchase from the company rather than leaving.

Card 2

Question: According to the statistics, for every dissatisfied customer who complains, how many do not complain?

Answer: At least 25 customers do not complain for every dissatisfied customer who does.

Card 3

Question: How many people will a dissatisfied customer tell about their dissatisfaction by word of mouth?

Answer: They will tell about 8 to 16 others by word of mouth.

Card 4

Question: How many people might a dissatisfied customer tell on the web according to the content?

Answer: They may tell thousands on the Web.

Card 5

Question: What percentage of dissatisfied customers never purchase from the company again?

Answer: 91% of dissatisfied customers never purchase again.

Card 6

Question: If a company promptly resolves a customer's issue, what percentage return as repeat customers?

Answer: About 85% return as repeat customers after a prompt resolution.

Card 7

Question: How many times more expensive can acquiring a new customer be compared with selling to an existing customer?

Answer: Depending on the business, new customer sales may cost 4 to 100 times more than a sale to an existing customer.

Card 8

Question: What single cause accounts for 68% of lost customers?

Answer: Employee attitude accounts for 68% of lost customers.

Card 9

Question: Name three customer frustrations in customer service (based on prompts in the content).

Answer: Common frustrations include poor service, unfriendly staff (employee attitude), and unresolved issues (dissatisfaction).

Card 10

Question: What are some consequences of getting customer service wrong?

Answer: Consequences include loss of customers (91% may leave), negative word of mouth, and higher costs to replace lost customers.