bad customer service

Customer Service Suffers If Employees Don’t Feel Engaged

Customer Service Suffers If Employees Don’t Feel Engaged

UK small businesses are being warned that having unengaged workers can lead to problems with customer service, according to a report by Dragonfish. The survey of 1,200 employees revealed that 64% don’t believe the company they work for has a clear purpose, with the same number believing it solely exists to earn money. Trust appears to be another big issue for respondents, as just 40% have confidence in higher management with 58% of the belief their role has no bearing on the long term future of the business. It’s suggested a main consequence of such employee dis-engagement is decreased customer service, as just 32%of those surveyed see their colleagues ‘putting the customer first’ on a daily basis, while 33% believe their co-workers are good at understanding customer expectations. Richard ... »

Disgruntled Customers Left Waiting At The End Of The Line, As Businesses Don’t Pick Up The Phone

Disgruntled Customers Left Waiting At The End Of The Line, As Businesses Don’t Pick Up The Phone

33% of UK businesses don’t pick up the phone to potential customers, according to a report by Moneypenny. The survey of over 300 small businesses revealed that 29% simply let the phone ring out while 71% leave the call go through to voicemail – despite the fact that 69% of callers don’t leave a message. Just 33% of those surveyed use a tailored voicemail message referencing their business, with 13% making no reference to their business name at all. When reviewing its call data of over 10,000 businesses, Moneypenny found that 19% of surveyed callers wouldn’t do business with a company based on first impressions from their phone call – with 31% feeling their call wasn’t valued. When dived by sector, the services industry is cited as the most likely to leave the phone ring out, with 69%... »

Brits Fight Back at Bad Customer Service

Research finds over 90% of UK plc has lost business due to bad service as customers simply go elsewhere A new survey has found that UK businesses are losing out on valuable customers due to bad customer service. Nine out of ten (92%) of UK consumers stated that they’ve not done business with a company again following a bad customer service experience. The survey of over 1000 respondents, by Internet Service Provider Eclipse Internet, also found that 73% of Britons have experienced bad customer service five times or more in the last year. A further 32% of those had had a bad experience ten times or more. Of those questioned, 16% branded customer service in Britain as simply awful. Interestingly, 58% of those questioned believed that online shopping has enhanced customer service but that the... »