make it easy for customers to take action Research in the Unites States has found that only 4% of people who have a complaint about customer service voice that complaint. US research also found that 78% of consumers failed to make a purchase because of poor customer service. These findings suggest that: Problems with poor […]

make it easy for customers to take action Research in the Unites States has found that only 4% of people who have a complaint about customer service voice that complaint. US research also found that 78% of consumers failed to make a purchase because of poor customer service. These findings suggest that: Problems with poor customer service can be expensive It is often difficult to find out about poor customer service In Australia, research has found that the likelihood of a consumer taking action after experiencing a problem impacting on the value delivered by a purchase is relatively high. Some 82% of people surveyed reported taking action when a problem arose. The main areas in which consumers had taken action were: Internet related – 90% Banking – 90% Utilities – 89% Telecommunications – 90% While people may not complain very often because of poor customer service, it seems that they…