Posts tagged with 'call centres'
Customer service online is all important, and businesses should be making it easy for customers to contact them to resolve any issues.
However, some sites seem determined to prevent, or least make it difficult for you to contact them. Whether through missing or hard to find contact details, charging for customer service calls, or taking weeks to reply to emails.
Perhaps these firms think they are saving money or easing pressure on customer service staff by doing this, but I fear they are just annoying the hell out of their customers, which is rarely a good idea.
Last night the BBC aired Watchdog, which this week focused on the ailing state of customer service among big businesses (and no doubt some smaller ones).
Almost three quarters of people said customer service is getting worse, according to a survey of more than 7,000 consumers. The worst offenders tend to be broadband / mobile operators, and utilities companies, though web companies aren’t immune either.
It doesn’t come as any shock to me, but surely good levels of service and a focus on the customer experience are key to surviving a difficult market?