Customers Frustrated with Poor Service

Customers Frustrated with Poor Service

Customers Frustrated with Poor Service

A new survey by Consumer Reports has shown that even in an age of online purchases and technology integration, customer service is very important to customers. Consumers are still frustrated and unhappy with rude or unhelpful sales people, confusing or complicated check out processes and a lack of attention from workers when they need help. 65% of survey respondents said that they are tremendously annoyed when a salesperson is rude or refuses to help them. Even more surprising, over 60% of participants actually walked out of a store in the last year due to poor service or a total lack of it. Americans still value an informed and helpful salesperson.

Customer service irritations also occurred frequently when surveyed consumers were asked about calling a help line. 71% reported being extremely irritated when they couldn’t reach a live human being to talk to, but rather became stuck in a loop of computer generated menus on a phone line. 67% of them simply hung up the phone and weren’t able to resolve their problem at all. Some industries remain highly ranked in providing customer service, including pharmacies, eyeglass retail stores and brokerage firms. However, many large retail chains are failing at providing customers with a pleasant experience. Walmart was ranked as one of the worst establishments when it came to customer service.

Customers who were surveyed were also better at dealing with frustration caused by waiting at a checkout line or a customer service desk. Boring hold music was the least annoying aspect of phone customer service lines, but a lack of an apology for the problem a person was calling about still ranked high on the annoyance list. Customers are looking for helpful salespeople that know where an item is or what it does, and they want to speak with a real person instead of an automated computer messaging system.


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