4 things customers hate about service – and how you can be better

NCMA

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You work hard to deliver great customer experiences. Yet, most customers say service is getting worse. Here’s what they hate most – and how you can do better.

A full 55% of customers in an Empathica Inc. study said they believe customer service has gotten worse in recent years.

But not all is lost. Customers say if companies can eliminate the worst service offenses, they’ll stick around.

Here’s what customers hate most – and how you can avoid the missteps.

The brush-off

Customers ideally want the person they contact (via email, chat, call, etc.) to help them. They still understand that he or she might not be the right person – and they’re willing to get help elsewhere.

What they don’t like is being bounced from person to person or channel to channel.

To fix it: Have the person who takes the inquiry own the inquiry. The person can find…

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