Service: "One strike and you're out" customers tell brands
Posted by Rachel Fielding in Customer experience on Mon, 06/02/2012 - 02:03
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UK businesses only have one chance to get it right when it comes to customer service, a new study of 2,000 UK consumers commissioned by Enterprise Rent-A-Car has found.
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Six out of ten UK consumers say that if they receive bad service once, they will never buy from that company again. And yet the study also found that consumers are more concerned with getting the basics right rather than adding special extra touches or flourishes.
Asked what ‘good customer service’ actually means to them, the two most popular responses from respondents were helpful and responsive employees (chosen by 84%) and quickly sorting out the problem if something goes wrong (75%).
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