The Cost of Bad Customer Service

Don't Come No What Constitutes Bad Customer Service? Thank You! Again Have you ever walked into a retail store with an honest question and was met with an unhelpful employee who acted like you had just trespassed into their private living room? Of course you have. We all have. And unfortunately, this scene is much too common. Here's a look at when customer service goes bad and who the worst offenders are. THE COST OF LOUSY SERVICE $338.5B 82% $289 ................................... ............ How much bad customer service costs major Percent of American consumers who said Average value of EACH lost business countries around the world, every year. they stopped doing business with a company relationship in the U.S per year. because of a poor customer service experience. BAD SERVICE CONSISTS OF... According to satisfaction surveys, what kind of bad service drives people crazy? Zzzzzzzzz #@! Confusing Automated Self-Service Rude or Incompetent Representatives Long Waits Poor Attention INDUSTRIES NOTORIOUS FOR BAD SERVICE Financial Services Cable / Satellite TV Wireless Carriers ISP's* Landline Carriers 10B 20B Global Loss: $33B Global Loss: Global Loss: Global Loss: $37B $36B $36B 30B. Global Loss: $44B 40B It's no wonder the financial sector lost $44 billion in 2009 for bad customer service: 60% of calls into banks fail to reach the 50B desired party the first time around. * Internet Service Providers CUSTOMER SERVICE HALL OF SHAME In 2010, MSN released its fourth annual customer-service survey that asked participants to rate 150 companies. Here are the ten that landed in the bottom, based on the percent of respondents who considered the service "poor". People still use AOL? Apparently nearly half of the survey respondents believe that the service they received from the Internet provider was substandard. Not even a free- trial-disc-turned-coaster can make this one better. 42.3% 34.6% 31.3% 31.1% 28.3% 28.1% AOL Bank of America Capital One Time Warner Cable Wells Fargo HSBC Comcast Dish Network Citibank Sprint Nextel Sources: Geresvs Glebal Survey 2009 | Customer Experience Impact 2010 Report | Zogby International | MSN zendesk LOVE YOUR HELP DESK ......