Why Customer Service Matters

Having a problem with a new product or service is frustrating. But that frustration is multiplied when you call a company – and get bad service. Sound familiar? If so, you aren’t alone.

68 percent of customers stop doing business with a company because of bad service. Yet, only 1 out of every 25 dissatisfied customers will express their frustration.*

If you had a choice, wouldn’t you avoid bad service altogether? Most people would. Working with the right company can help minimize this problem.

Lip Service – or Reality? You Decide…

Companies preach about excellent customer service. And following through on that promise is to their advantage. Acquiring new customers is 6-7 times more expensive than retaining existing ones.*
Yet, there’s often a disconnect between a company’s values and front line staff, who are charged with solving your problems.

This is where a family owned and operated business, like APEC, can provide an advantage. With this type of company, it’s easier for management and employees to get on the same page.

Speak with the President…Directly
Imagine this. You have a problem. And when you call, you can speak directly with the President.  As a result, you get your problem solved quickly and a promise that it won’t happen again. Does it feel like you’ve stepped back in time? Maybe you have.

APEC Envelopes was founded in 1935 by Gary Amsterdam. His wife, Esther Amsterdam, took over the business in 1966. She passed the company on to her grandson, Justin Koplin. And whether you have feedback or are upset about something - you can speak with him directly.

That’s why many customers have been with APEC for 20, 30 and even 40 years – which is amazing customer loyalty.

What do you think about the future of customer service?
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*According to the International Customer Service Association.

**According to Bain & Co study in the Harvard Business Review