Dwayne,the sales manager of IT Sales,mentioned to his assistant,Marla,"I just got off the phone with one of our best customers and he told me about quite a few customer service issues,and I'm glad he took the time to call.You know most people will not call companies when they have a problem;they just tell friends,family,and coworkers." This statement about who customers call when complaining about faulty customer service is accurate.

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The problem with faulty customer service is that sometimes the company may be the last to hear about it,but a great many other potential customers may hear of it by word of mouth.One study found that only 6% of shoppers who experienced a problem with a retailer contacted the company.However,31% went on to tell friends,family,and colleagues what had happened.

Dwayne,the Sales Manager of IT Sales,mentioned to His Assistant,Marla,"I Just