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article imageSurvey Says Companies That Don't Invest in Customer Service Risk Losing Clients

By KJ Mullins     Jan 8, 2008 in Business
The easiest way to fail when it comes to business is to not have an effective customer service department. A recent survey reported that 59 per cent of polled participants said they quit conducting business with a company because of poor customer service.
Consumers have learned to expect better service and if your company is not equipped for that you are already on shaky ground.
When management consultancy Accenture did research on the way customer service influences clients they found that 59 per cent of the 3,550 polled had quit doing business in the past with a company because of inadequate service. "You can imagine what that costs in terms of bottom-line dollars," said Woody Driggs, a managing director of Accenture's Customer Relationship Management practice."It takes a lot of money to acquire new customers. This is an issue that needs to be front and centre in boardrooms."
The survey was conducted online in Canada, Australia, Brazil, China, the US, Britain and France.
So what services do clients want? Problem solving is a top one. Being able to solve a problem within the time frame of a single phone call is looked upon as a good indication that a company is on the ball. Fast service is also a value that is appreciated.
According to the survey, Canadians are the most demanding of customers. They actually believe that service reps should be able to answer questions. Canadians also will not tolerate bad service, happy to switch to another retailer, bank or Internet service if they are not satisfied.
More about Customer service, Survey, Canadians
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