What Commonly Accepted Corporate Customer Care Policies do Consumers most “Dislike”?

InterMedia Marketing Solutions, www.intermediamarking.com (January 2006)

1)  Self-Service technologies used in the phone (IVRs &

     Voice  Activation)

2)  Having sales efforts tagged onto the handling of their

      questions / complaints

3)  When customers think their questions and complaints are

      being handled outside of the United States

4)  Receiving what they feel are “scripted” responses

5)  Being “encouraged to give positive ratings” on satisfaction

      surveys

6)  Repeating information they have already supplied

7)  Being required to provide personal information before

      being allowed to submit e-mails

8)  Bad grammar, typos, and the use of abbreviations in e-mail

      responses

9)  Not taking follow-up action when a survey identifies

      dissatisfaction