Customer Service Hitting All-Time Lows as Holiday Shopping Begins

Posted by:     Tags:  , , , , , , , , , , , ,     Posted date:  December 1, 2011  |  No comment




A recent survey in the UK found that consumers were more dissatisfied with customer service than ever before. Findings indicated that 75% of consumers felt customer service standards were at an all-time low and 62% expressed feeling no loyalty to retailers or service providers because they felt under-valued as customers.

Rising Anger and Frustration

Customers expressed both anger and frustration about the state of customer service. Over 65% believe retailers, leisure providers and service providers are arrogant and that they make no effort to understand their customers. Over 50% of UK consumers surveyed thought businesses should actually be fined for consistent poor service (i.e., they feel customer attrition alone is insufficient).

Complaint Management and Mismanagement

When it comes to voicing complaints, 80% of customers stated they would like immediate reassurance from companies as well as evidence their complaints will be taken seriously and resolved to their satisfaction. Indeed, over half those surveyed stated they voiced complaints for the first time, implying their patience with bad customer service practices has worn thin.

Here in the USA Customer Service in the third quarter actually showed a slight decline from last year, not a promising sign as the holiday shopping season is now in full bloom.

Customers and Companies Must Both Change

As I’ve written before (Complaint Handling: Where Customers and Companies Both Fail), customers and companies must both take responsibility for the deficient state of customer service. Companies must pay more attention to customer’s complaints and dissatisfactions and learn how to handle them with excellence as doing do increases customer loyalty (read how here). On the other hand, consumers must learn how to complain effectively and make efforts to address their concerns to the companies directly, rather than just telling their friends about how annoyed they are and defecting to the competition without giving the company a chance to make things right.

Follow me on Twitter @GuyWinch

Copyright 2011 Guy Winch



About the author





Related Posts





Wanna say something?