Several years ago, U.S. News & World Report reported the following statistics concerning customer service:
  • It costs 6 times more to get new customers than keep old ones.
  • If unsatisfied:
    • Only 4% of the customers will tell you voluntarily
    • 96% will just quietly go away
    • 91% will not come back
    • Each unsatisfied customer will tell an average of 8-10 people
    • One customer in 5 will tell 20 people
  • It takes 12 positive service interactions to make up for one negative
  • 68% of those customers who leave do so due to an attitude of indifference by a company employee

Our Pamper Your Customers!© course focuses on (1) employee skills needed to service your customers and (2) the culture or environment needed to serve customers. The following skills are taught:

  • How to empathize with the customer
  • How to stay positive
  • Telephone Skills (optional)
  • Using effective voice tone and inflection
  • Effective listening
  • Non-verbal communication skills
  • How to use different types of questions to gain information and control conversation
  • How to manage difficult customers
  • How to deliver bad news to the customer in an effective way
  • How to handle customer call-backs
  • Other skills can be covered on an as-needed basis

The following cultural issues are discussed:

  • How to create a customer focused environment
  • The importance of having customer focused systems in place

Pamper your Customers!© is designed around 8 fundamental steps for customer service excellence. The class is divided into three 6-hour modules and can be customized to some degree. If you are interested in more detail about the content of the class, please either call Pamper at 423-886-6417 or e-mail her at pamper@pampergarner.com. Be sure to ask for a free article, "Great Customer Service - The Ultimate Edge".


To gently and on a daily basis remind employees about the importance of great customer service, we have created the Pamper your Customers!© Perpetual Calendar with daily tips for achieving excellent customer services. It sits handily on an employee's desk, has a different customer service tip for every day, and lasts year after year. These calendars sell for $10.95 with group discounts available. If you would like more information, please call Pamper at 423-886-6417 or e-mail her at pamper@pampergarner.com.