How to get better customer service, and skip the rage
While technology and processes improve customer service in many ways, they can also negatively impact the relationship between consumers and businesses.
The “National Customer Rage Study” by Customer Care Measurement & Consulting LLC found companies' good intentions are wrong. For instance, call centers are understaffed. But the numbers show customers increasingly need issue resolution. In this Feb. 28, 2017, post in The New York Times:
The report, conducted in collaboration with Arizona State University and Dialog Direct, was the seventh since 1976. The latest report found that 54 percent of customers reported a problem with a product or service in the preceding 12 months, an increase of 4 percentage points from 2013. In 1976, that figure was 32 percent.
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