Monday, December 16, 2013

Consumers rage against lousy customer service

From Arizona State University:

A new customer-rage study shows more American consumers than ever are dissatisfied with the products and services we buy. Also, despite companies’ big-money efforts to create customer-care programs, we’re less happy with the service received when we complain. The study shows 56 million American households experienced at least one problem during the past 12 months, and about $76 billion in revenue was at stake for the businesses involved.

"The moral of the story: Don’t invest in improving your customer service unless you’re going to do it right," says Professor Mary Jo Bitner, executive director of the Center for Services Leadership at the W. P. Carey School of Business at Arizona State University, which helped design the survey. "If a company handles your complaint well, then you typically become a more loyal customer. However, if they don’t, then you become 12 percentage points less brand loyal than if you never complained at all."

This independent study is based on one originally conducted by the White House in 1976. The 2013 version is the sixth study wave, offering a clear comparison of customer satisfaction over the years.

From NBC News:

Customers are angrier than ever and no wonder: they're losing. The good news is with a few inside tips, they can get the satisfaction they deserve.

According to the 2013 Customer Rage Survey, customers are complaining more since 2011. And the tables have tipped: more than half the time consumers complain, they don't get results.

But as long as you have a reasonable complaint, there's no reason to just sit back and take it.

The four key consumer frustrations cited in the report -- too few customer service reps, too many automated phone menus, spending too much time dealing with the problem, and having to contact the company four times to get a result -- each have solutions.

*But here's something consumers can do.*

"Need to contact a company? Or have them call you? Get customer service faster and easier."

Go to Companies have more phone numbers and contact options than ever. GetHuman shows you how to get through fastest.

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