Ways To Circumvent The Phone Call Could Prove Difficult

The Costs of Poor Customer Service

The definition of good customer service seems fairly consistent: across the world, a good customer service experience is one in which the customer interacts with a knowledgeable service agent who can handle problems quickly and effectively. Less important are the interpersonal skills of the service agent as well as how long a customer is required to wait before they become impatient (the global average for willing to wait 5-10 minutes is 48%; Americans weigh in at 46%).

However, the costs of a bad customer service interaction, regardless of the reason, run consistently high across the globe: the poll finds that 86% of respondents would likely or very likely move to a competitor following a poor experience. Customers from Brazil, however, are more likely to switch to a competitor (91%) compared to the UK (84%), USA (82%), or Russia (81%).

About this Study

The research by GMI (Global Market Insite, Inc.) on behalf of its wholly owned subsidiary NetReflector in March 2006. 9,000 people were surveyed online in nine countries – Australia, Brazil, Canada, China, France, Germany, Russia, the UK and USA


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Filed under Listening Skills, Phone Skills

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