Tuesday, December 3, 2013
Customer rage cresting at the hols
Companies need to improve customer service. And I don't mean drones tooling through the air and bringing your purchases.
They have been studying customer rage since 1976. It is increasing--despite automation.
Or maybe because of automation. More "Your call is important to us," fewer live agents.The average is four contacts to get a problem solved. Four!
We yell more now at agents. (I am glad they can't record what I say while the robot is babbling. How I hate those robots--"Please help me understand..." Grrr.)
People complain by phone 11 times more than on the web.
Of those who complain, 56% say they got exactly nothing for their trouble.
But--if companies gave an apology or coupon, satisfaction shot up from 37% happy to 74% happy with the complaint sequence.
Sooo...we have a way to go. How often have you thought, "Why can't I just do this?"