The results of a new consumer survey have been used to categorise the six deadly customer service sins committed by businesses – with the research also revealing the cost of such poor customer experiences.
- Inactivity - customers complained of a receiving "lots of promises but no action".
- Poor communications - comments suggested issues associated with language barriers: "they struggled to communicate".
- Ineffectiveness - customers indicated a lack of help in resolving issues with comments like: "no help was given when requested", "no one offered assistance", "they did nothing well".
- Impersonal approach – a lack of personal attention was highlighted with comments including: "automatically assumed the worst and sent a threatening letter", "didn’t give the matter the urgent attention it required".
- Lack of responsibility – comments showed that customer service representatives not taking 'ownership' of issues: "they blamed the bank, the bank blamed them".
- Lack of cooperation – customers' comments pointed to a general sense of non-cooperation and disinterest: "they were dismissive", "they wouldn’t cooperate".
After two decades of experience working as a journalist and editor covering business and technology, including over 15 years as editor of MyCustomer, Neil now works as senior content manager at skills-based workforce management platform provider Spotted Zebra. ...