home what we do problems with customer services case studies contact   Interestingly, Tellus™ research has identified that 50% of all customer complaints are immediately passified purely on the basis of "organisational acknowledgement" of the initial complaint.   High customer satisfaction is good, but can be costly if not executed and managed correctly. Tellus™ believes, a balance between keeping customers happy and a satisfactory cost is the key consideration when implementing customer satisfaction policies and systems. Problems with customer Services Generic Customer Service Point of Sale The Call-Centre Panacea Service Desk - Counter Services Web based Systems - Email Letter Writing This reflects the necessity of policies to ensure equilibrium between customer retention and acceptable cost to customer services. For example, a dormant customer may not voice their concern i.e. They "vote with their feet", which limits an organisations opportunity to "up sell" additional products or services due to the negative perception of the company. It is this segment, which cost the most when attempting to cohere into a satisfied, profitable customer. Hence, an organisation should question:- • "What makes a customer dormant in the first place?" • "What systems & policies are in place to service customers effectively?" • "How can "customer services" defuse or pacify a disgruntled customer without exorbitant costs?" © 2010 Core Design Communications Ltd.