ServiceQuality.ro

For over 36 years, Service Quality Institute (SQI) has defined its mission to support companies and their managers to develop a customer oriented culture.

Yet considered a low priority area by most managers, studies prove that High Quality Customer Service is not only one of the most powerful strategic weapons in today’s competitive environment, but also one of the areas with the highest Return On Investment rates.

You have probably heard that acquiring a customer is at least 10 times more expensive than managing an existing one. But did you know that a 5 percent increase in overall customer retention equates to, depending on the type of the business, 30 to 100 percent increase of the profitability of the business? Turning around the math, it means that loosing 5 percent of your loyal customers equates to reducing somewhere between 15 and 50 percent of the profitability.

Why all this? Because around 90 percent of unhappy customers do not complain. They simply do not believe that their complaints would help, therefore they prefer to not come back. And because the "negative word of mouth" spreads 3 to 5 times faster that the "positive" one.

On a daily basis, each one of us is facing tens, maybe hundreds of situations where we are customers. If you would be asked to make a list with those providers that give you outstanding Customer Service in a constant manner, how many names would be on that list?

Is your company the TOP OF MIND for most people making buying decisions in your industry or field of activity?

In order to learn how SQI can help you in all these matters, please take a tour on our web page or consult our brochure.

SQI Presentation Brochure in Romanian.
SQI Presentation Brochure in English.

As Romanian representatives of SQI, we have taken the 36 years experience of this institution and its founder, John Tschohl and adapted to Romanian environment. Because we know that mentalities, motivations and mindsets are different, we are not offering you a blueprint of “American” recipes. The programs are carefully screened and adapted, using our over 12 years of industry background and having the advantage of meaningful management experience within a diversity of service operations in Romania.

Please feel free to talk to us.

Iustin Rosioara

SQI Romania