Does Customer Service, Or The Lack Of Drive You Crazy
Customer service today seems like anything but what the name describes. You are oftentimes greeted by an auto-attendant, only to push several numbers, then wait on hold for what seems like an eternity for a live person.
A new survey found the average person starts getting annoyed around the three-and-a-half-minute mark. Then we gradually get angrier and angrier for another 8 minutes or so . . . before finally hanging up 10 minutes and 54 seconds in.
In order to remedy the average customers relationship with retailers, 8 out of 10 of respondents are in agreement that retailers should proactively reach out when there is a problem with an order.
Here are more customer service stats from the survey . . .
1. We interact with customer service people 125 times a year, or roughly once every three days. That includes phone calls, emails, and things like tweets.
2. The average person has a three-strikes-you're-out rule with companies. If a retailer disappoints us three times, we won't go back anymore.
3. The average American has four companies they've blacklisted and won't give their business to anymore. And younger people are more likely to blacklist companies than older people are.
4. Around two-thirds of us agree with the phrase, "the customer is always right."
5. The most common ways we hit back after bad customer service are by complaining to the company . . . posting an online review . . . and calling them out on social media.