Poor customer service blighting SMEs
Dec 08 2010
Almost three quarters of Britons have experienced bad customer service five times or more in the last year
UK businesses are losing out on valuable customers due to poor customer service.
Almost three quarters (73 per cent) of Britons have experienced bad customer service five times or more in the last year, according to a survey of more than 1,000 respondents by internet service provider Eclipse Internet.
Some 32 per cent have had a bad experience ten times or more, with 16 per cent branding customer service in the UK as ‘simply awful’.
Clodagh Murphy, director at Eclipse, says: ‘It’s clear that UK consumers are becoming more and more demanding. Large shopping centres and the internet have meant customers have more choice than ever before so are willing to shop around. If they have a bad experience, they simply won’t go back.
‘Businesses today need to realise that customers come first and losing any through bad service can be detrimental.’
Comment by Irfan Qureshi
Monday 20th December 2010I can relate to that, prehaps it could be that unintentionally as key businesses grew, they were scaled so fast that the customer was given ok service, like a conveyor belt system rather then a "Savoy" system. Irfan Qureshi http://www.windfallprofits.info/blog
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Comment by Pete S
Tuesday 1st February 2011Sometimes an independent view can see things that the company cannot. I have a customer that used to print out all emails for action, now it is with on-line forms and a database. Having a trouble ticketing system is a great way to improve customer support and I would recommend an FAQ section. People are quite used to seeking our information, if you give them the tools.
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