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K-State Research and Extension

Gold Standard of Customer Relations

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Why customer relations?

  • Statistics show that two-thirds of customers who no longer patronize a business leave because of an attitude of indifference or rudeness toward the customer by the owner, manager or employee. (Source:  How to Win Customers and Keep Them for Life, Dr. Michael LeBoef)
  • On average, loyal customers are worth up to 10 times as much as their first purchase. (Source:  White House Office of Consumer Affairs)
  • It is 6 – 7 times more expensive to acquire a new customer than it is to keep a current one. (Source:  White House Office of Consumer Affairs)
  • Seven in ten Americans said they are willing to spend more with companies they believe provide excellent customer service. (Source:  American Express Survey, 2011)
  • The impressions of employees – the receptionist, the salesperson, and also those behind the scenes – can be more important than the merchandise for customer retention.
  • Our customers are our neighbors, friends and family.

What are customer relations?

Delivering exceptional customer service takes much more than the basics.  Exceptional service means treating your customers as you would like to be treated and building a relationship between your business and its current and potential customers.  This curriculum covers:

  • Attitude – Making the Customer #1
  • Making a Good First Impression
  • Knowing Your Job
  • Knowing your Community
  • Communicating Clearly
  • Handling Problems Effectively
  • Making a Good Last Impressions

For more information or to participate, please contact Deborah Kohl at dkohl@ksu.edu.