By George Anderson
A study conducted by the Customer Care Alliance shows what many already know: customer service stinks.
For many, dealing with customer service issues means taking away from their limited leisure time. Fifty-seven percent of those surveyed said they had to take time away from leisure activities to deal with a customer service issue. Nearly one in four (24 percent) took time from their work to try and fix a problem with a product, service or billing mistake.
Mickey Donahue told CBS News that its “infuriating” to have to continually spend personal time to fix someone else’s mistake.
“Road rage, move over,” she said. “It’s all customer rage now.”
According to Scott Broetzmann of Customer Care Alliance, Ms. Donahue is not alone in this response. The group’s research found 70 percent of consumers felt “rage” when faced with a customer service issue.
Many companies say consumers are being unreasonable, said Mr. Broetzmann, but most people with a complaint are looking for “simple remedies, explanations, reassurances, apologies, and thanks for their business.”
Most consumers don’t see much difference in the type of customer service they receive. According to the study, 44 percent said customer service is “neither better or worse” than it was last year. Twenty-three percent said it was “better or considerably better” while 33 percent said it was “worse or considerably worse.”
Moderator’s Comment: Are customers becoming more agitated when faced with a perceived customer service error than in the past? Are store workers prepared
to deal with the “rage” they may face from consumers?
While out to eat about a month ago, a gentleman moved to the center of the restaurant and yelled very loudly, “I’ve been waiting 45 minutes to get my takeout
order called in nearly two hours ago. These people keep telling me it’s going to be 10 more minutes. They’re liars and I will never come back here again.”
He certainly got everyone’s attention.
We went back to eating. The white pizza was very good. –
George Anderson – Moderator
- Key Findings From the 2005 Customer Rage Study – Customer Care Alliance
- Customer Service Becoming A Myth? – CBS News