This write up is not intended to defame any person or firm that deals with customer service but only to talk about the consumer side of the story of experiencing a lack of service appeal from business houses.
I personally have had service issues with different brands and have made it a point to sort the things out with the designated customer services teams of these firms. Often these nice at the beginning talks have ended up quite nasty. While talking about this with a friend of mine- I got to hear the not so comforting ‘you are not alone’ words.
Indeed, as per reports, just like me about 65% of us contacting the executives finally end up losing their temper! And this does affect the business as well! Although it is a very rude gesture, about 33% end up banging the phone in between the arguments – a sign of clear frustration! What is astonishing is that about 66% of them plan to switch over to a competitor firm! Also, about 70% customers fall back on the decision to buy a product or avail service owing to poor customer service! Telecom, finance, airlines, retail, hotel industries are the worst affected in this regard! The saddest part is that these industries contribute heavily (above 55%) to the nation’s GDP!
It is quite intriguing that, while a lot of businesses take the service part quite lightly ( a lot more are very serious, however lack the right processes to keep it going good), this in turn affects the nation’s growth!
Service Teams may argue that they are in a very tricky situation as getting the right people to do the job is a challenge, or it is the Sales teams that are to be blamed as they are the ones who make the deal making tall promises and for any irregularities, consumers head straight to the service teams who have to deal with the fury! It’s high time that these firms put their house in order else, they will have a mountain to climb, that is in retaining their customers!
