The State of Customer Service

Customers are more likely than ever to go to an extreme to voice their displeasure with brands that are perceived to have mistreated them. Customer service professionals who are not adequately prepared to do their job are on the receiving end of this customer rage, but the damage spreads to social media where harm to a brand’s reputation is highly possible.

The ”National Customer Rage Survey,” which offers revealing findings about the importance of customer service, shows that customers become filled with rage when they have wasted considerable amounts of time working toward solving a problem with a company and receive little in return. The survey shows that half of the respondents said when they complain about something, they get nothing in return.

Notably, seven out of eight people who have had an issue with a company will not recommend them to their family or friends. These are former customers who will also go elsewhere to spend their money in the future.

One of the more damaging issues related to poor customer service is that when customers receive poor treatment, roughly 17% of them will publicly share their experience. This can significantly damage a company’s reputation and discourage others from doing business with them.

Preventing Negative Experiences

Even the most well-managed companies are going to have an issue that requires the expertise of a customer service representative – someone who has the ability to put out flames and get a customer what they need to make them happy. Unfortunately, too many companies neglect the importance of partnering with a quality contact center where customer care is the top priority.

You can prevent customer rage simply by having a team in place to manage all communications with customers. This is what top-quality contact centers offer. For example, they know what to look for in an applicant and only hire those who can communicate effectively. Furthermore, they invest in employee education so every possible request from a customer is answered satisfactorily.

At Protel BPO, our focus is on building relationships that matter, which means we know the wants and needs of our clients’ customers and we have fast, accurate and friendly answers for any question they have. Contact us and get all the information you need about how we turn customers into loyal fans of the brands we represent.