Customer Service Predicitions

Customer Service Discussion

Source: https://www.oberlo.com/blog/customer-service-statistics

When you are using a company’s customer service what do you expect from them? e.g. to be knowledgeable, courteous, responsive and timely or attentive.

Who is responsible for poor customer service? Is it the employee on the front line or the management?

Customer Service Staistics

Source: https://www.oberlo.com/blog/customer-service-statistics

Customer Service Influences Product / Service Purchase Decisions

81%

of customers/clients say a positive customer service experience increases the chances of them making another purchase

Customer Loyalty Depends on Customer Service

94%

of customers say they're more likely to purchase again after a positive customer service experience

The real cost of BAD customer service

61%

of consumers would switch to a competitor after jsut one bad customer service experience

Customers share BAD experiences

62%

of customers say theyshare bad experiences with others

Buyers will pay more for good customer service

68%

of buyers will pay more for products and services from a company with a strong record of good customer service

Top Customer Complaints

Source : Square Australia

Top Customer Complaints

1. Product is out of stock

2. Broken/defective product

3. Product/Service doesn’t meet expectations

4. Preferred payment not accepted

6. Disinterested customer service

5. Long hold times

8. Issue not resolved on first call

7. Having to restate the issue

9. Not following through on promises

10. Lack of follow up after the issue is resolved