Connect with us

Business

MORE THAN HALF OF PEOPLE ARE MOST FRUSTRATED BY LONG WAIT TIMES: HOW TO KEEP YOUR CUSTOMERS HAPPY THIS BLUE MONDAY

MORE THAN HALF OF PEOPLE ARE MOST FRUSTRATED BY LONG WAIT TIMES: HOW TO KEEP YOUR CUSTOMERS HAPPY THIS BLUE MONDAY
  • Survey reveals that more than half of people find long wait times to be their biggest frustration when dealing with customer service advisers
  • One in five stated that their biggest pain point was being unable to understand who they were speaking with
  • Having too many options to choose from came in joint third with 10% of the vote
  • New guide includes expert opinion on how to keep your customers happy

Research conducted by telephone answering service CALLCARE has discovered the most frustrating bugbears that people experience when speaking to a customer service adviser.

Blue Monday, which in 2017 falls on January 16th, is reported to be the most depressing day of the year. Although many dismiss the idea as ‘pseudoscience’, tighter budgets, the end of Christmas celebrations and a return to work can understandably make people feel a little ‘blue’ and less tolerant than usual.

To help businesses out this Blue Monday, and indeed for the rest of the year, CALLCARE conducted a survey asking people what their biggest pain points were when dealing with customer service teams.

More than half of respondents (an overwhelming 51% of people) stated that their biggest annoyance came from being left on hold over the phone for long periods of time.

One in five people (20%) said that they disliked not being able to understand the person they were talking to.

Having too many options and advisers being too over familiar with customers were tied for third place with 10% of the vote each. Interestingly, a lack of personal interaction was way down the list with just 8%of the vote.

Utilising this data, CALLCARE has put together a comprehensive guide in which experts have given their tips on how businesses can keep their customers happy on Blue Monday, and throughout the rest of the year.

You can find it here.

Gemma Harding, Head of Corporate Services at CALLCARE commented:

“Many business owners don’t think of the problems highlighted here as ones that they can fix; often they just believe they are a standard part of dealing with customers. But there is plenty that businesses can do to address these pain points and try to keep customers as happy as possible, and hopefully turn them into loyal ones!

“Our research has shown that the biggest frustration for more than half of the people we surveyed was being kept on hold for too long, so clearly this is the issue that they should address first. We’ve all had experience of it, and we know that the longer you have to wait, the more irate you usually become.

“Forward-planning; contingency plans; efficiency; and a friendly and professional manner – these are all the hallmarks of a strong customer service team. At the end of the day, businesses should be doing everything they possibly can to keep their customers happy. That way they will keep coming back and may even bring others with them.”

Editorial & Advertiser disclosure
Our website provides you with information, news, press releases, Opinion and advertorials on various financial products and services. This is not to be considered as financial advice and should be considered only for information purposes. We cannot guarantee the accuracy or applicability of any information provided with respect to your individual or personal circumstances. Please seek Professional advice from a qualified professional before making any financial decisions. We link to various third party websites, affiliate sales networks, and may link to our advertising partners websites. Though we are tied up with various advertising and affiliate networks, this does not affect our analysis or opinion. When you view or click on certain links available on our articles, our partners may compensate us for displaying the content to you, or make a purchase or fill a form. This will not incur any additional charges to you. To make things simpler for you to identity or distinguish sponsored articles or links, you may consider all articles or links hosted on our site as a partner endorsed link.
Global Banking and Finance Review Awards Nominations 2021
2021 Awards now open. Click Here to Nominate

Recommended

Newsletters with Secrets & Analysis. Subscribe Now