Emotional Aspect of Customer Service Most Critical


Customers Look for Connection: The emotional aspect of customer service is getting increasingly critical, as one in three global respondents preferred being treated well compared with having their issues immediately resolved, says a study by AchieveGlobal, a global workforce development company.

The study reveals that the behaviors most irritating to customers stem from detached emotional awareness and connection—a situation detrimental to PR pros as well.

Study highlights include:

  • Almost half (46%) of global respondents note that being rude, short, nasty, unhelpful and impatient is the greatest customer service mistake that they have experienced. Using a canned script in dealing with issues (17%) and saying “no” or “I don’t know” (16%) also rank among the top customer experience failures.

  • A negative customer experience not only threatens a particular sale, but also the reputation of the brand. Given the rising power of social media as a tool for brand advocacy, nearly 40% of respondents worldwide admit to posting a negative review online after a poor customer experience.

  • Half of respondents note that they would sample a competitor after one bad experience and 93% would defect after three or fewer poor customer service experiences.


Source:
 AchieveGlobal

Follow Scott Van Camp: @svancamp01




Comments Off

Deals of the Week

Get $150 Off PR News' Social Media Summit with Taste of Tech

prn_ms_175x135_ep

Unlike other conferences, you’ll be immersed in the strategies and tactics that you can apply right away to your work as a communicator. You’ll learn what it takes to compete for attention, engagement and positive brand awareness across an array of social media networks.

Use code “150off” at checkout.

Get $50 off PR News' Digital PR & Social Media Guidebook

DigitalPRSocialMedia_PrintDigital_vol6

This guidebook has one essential purpose: helping you maximize your communications effectiveness in the digital world. The articles in this guidebook produced both by the PR News staff and more than fifty communications industry thought leaders, focus on most every facet of digital PR and social media.

Use code “DIGITAL6” at checkout.

Save $100 on a PR News Subscription

Let PR News become your weekly, go-to resource for the latest PR trends, case studies and tip sheets. Topics covered include visual storytelling, social media, measurement, crisis management and media relations.

Use code “SUBDEAL” at checkout.

Comments are closed.