Whether it’s being asked to tip a rude waiter or calling a phone service provider and being on hold for 10 minutes, dealing with bad customer service is something most people likely have in common.
According to a Consumer Reports survey of 1,000 consumers, 64 percent of respondents said they had left a store due to bad service and 67 percent hung up the phone. The survey was published in its July issue and found that the biggest complaint was not being able to reach a human on the phone. Additionally, Consumer Reports crunched the numbers from its recent studies of 21 industries and identified the companies that were the best and worst in customer service. Among those ranking the worst in its category were Walmart and Sam’s Club, and among the best, Dillard’s and U.S. Cellular.
Dr. Rae Pearson, Alpha Rae Personnel and Training Center founder and president, said when she’s teaching entrepreneurship, she teaches that the customer is the best salesperson.
“To get repeat business as well as to work on business at hand, responding quickly, being responsive and having direct response is key,” she said. “A lot of the times (business owners) find (themselves) going around the block (to find an answer) and we need to be direct with the customer in regard to the response. If you don’t know the answer, let the customer know when you’ll get back with them with the answer.”
The author of two books, Entrepreneurship? Kingdom Building Keys and Customer Service? Recognizing, Educating and Promoting, Pearson headquarters Alpha Rae in Fort Wayne. She says the top complaint consumers have is how businesses answer the phone.
“You would be surprised at the number of people who take how they answer the phone at home to the office,” she said. “It’s important that if the person who answers the phone, isn’t the correct person that they direct the question to the proper person quickly.”
Consumer Reports also found that most people do not like leaving messages. Britt Beemer, chairman of America’s Research Group said that voice mail is, “the single worst thing ever done to American business.”
Pearson acknowledges that businesses not returning messages are a top complaint Alpha Rae notices as well.
“I advise that if you are not going to be in the office, state that on the voice mail,” she said.
Consumer top 10 complaints
The Consumer Federation of America released its list for the highest number of complaints in 2010. They surveyed 31 consumer groups across 18 states.
• Autos
• Credit/debt
• Home improvement/construction and retail sales
• Utilities
• Services
• Internet sales
• Household goods
• Landlord/tenant
• Fraud
• Home solicitations
For more information go to www.consumerfed.org
