1. Copyright © 2014 On-Purpose Partners 1 Customer Service Before Copyright © 2014 On-Purpose Partners

2. Sensational Customer Service After Copyright © 2014 On-Purpose Partners

3. 3 Did You Know… ? % of customers leave companies because of perceived indifference/bad attitude It costs ? times more to attract new customers than to keep current ones One person who complains represents ? others who didn’t take the time Unsatisfied customers tell ? others Before

4. Did You Know… 68% of customers leave companies because of perceived indifference/bad attitude It costs 6 times more to attract new customers than to keep current ones One person who complains represents 25 others who didn’t take the time Unsatisfied customers tell 9 others ++ Before Copyright © 2014 On-Purpose Partners

5. Did You Know… ? % of customers leave companies… It costs ? times more to… One person who complains represents ?... Unsatisfied customers tell ? others After Copyright © 2014 On-Purpose Partners

6. Did You Know… 68% of customers leave companies It costs 6 times more One person who complains represents 25 Unsatisfied customers tell 9 others ++ After Copyright © 2014 On-Purpose Partners

7. 7 Difficult Customers – L.A.S.T. Listen with patience Apologize and Ask Solve What You Can Thank Them Before Copyright © 2014 On-Purpose Partners

8. Difficult Customers – L.A.S.T. isten with Patience pologize and Ask olve What You Can hank Them L A S T After Copyright © 2014 On-Purpose Partners