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Long waittimes. It’s during these urgent travel situations when I need customer care to perform at it’s best, and it’s often when it fails the most. And when is comes to making direct contact with a travel and hospitality company, phone is still the preferred method. This is when the headaches start.
On top of all of this, it has created countless customer experience challenges which many organizations have been unable to meet. A recent study by the UK Institute of CustomerService found that complaints about poorcustomerservice are at their highest levels since 2009. This benefit is two-fold.
Using customerservice tools to capture customer feedback at key touchpoints, they collected valuable customer data that provided insight into customer expectations and identified patterns of poorcustomerservice. Read the full case study here 9.
In light of National CustomerService Week (2-6 October), a new study has revealed that one in five Brits wastes up to 12 hours a year waiting to be served when eating out. Nearly a third admit that the cost-of-living crisis has made them less tolerant of poorcustomerservice.
Long waittimes. It’s during these urgent travel situations when I need customer care to perform at it’s best, and it’s often when it fails the most. And when is comes to making direct contact with a travel and hospitality company, phone is still the preferred method. This is when the headaches start.
Menu problems have to lead to issues like: Drive through wait-time increased to three minutes and ten seconds. That means not only did they compromise on service, but also on the quality of the food. Due to deteriorating taste, the brand started facing issues like: Customers getting price sensitive. customers’ wishes.
Your customer experience is the main differentiator between you and your competitors, and all of the customerservice statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customerservice — and expanding on the cost and impacts of poorcustomerservice.
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