|
Talk About Service Advocates What Commonly Accepted Corporate Customer Care Policies do Consumers most “Dislike”
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
Copyright © 2005 - Talk About Service Radio |