Customer Service Gripes: “Hey Can I Get Some Help Here?”
You’ve heard the old saying, the customer is always right. I’ll never forget as a teenager, my first boss hammered home that mantra. But a new survey finds that lately, the customer is mostly frustrated.
Consumer Reports found 64% of Americans surveyed had left a store at least once in the past year due to poor service. 67% said they’ve hung up the phone on a customer service line without their problem being resolved. That’s if you can even get someone to talk to about your beef. In the survey, 71% were “tremendously annoyed” when they couldn’t reach a human on the phone.
CR’s Tod Marks told CNN, “There’s a lot of discontent, but the ability to connect one-on-one and get somebody who’s sympathetic and who listens to their problems and can do something about that really did tick off a lot of people.”
The worst industries, according to the survey:
- Computer tech support
- TV and cable providers
- Phone and Internet service providers.
Whether you’re handling a complaint on the phone or in a store, CR recommends:
- Bypassing automated phone menus and looking for more direct numbers on the Internet.
- Keep a record of customer service calls for a follow-up.
- Ask to take your complaints to the next level. Agents sometimes get criticized for taking too many problems upstairs.
- And don’t give up, be persistent.
On the other hand, if you get a good resolution, make sure you offer praise. Click here for the Consumer Reports survey.
What are some of your biggest gripes with customer service?