Aug 4, 2011

Is Customer Service Dead?

Ansley Kilgore

How many times have you heard people complain that customer service is dead? That no one cares and that companies only want to make money? Everyone has a horror story about being placed on hold as endless minutes, that seem like hours, tick by. When you finally talk to a rep, they are uncaring, rude and sometimes downright nasty. At the end of it all, you wonder if anyone is going to take ownership of your issue.

I recently came across some stats on “the price of bad customer service” that got me thinking. Did you know, for example, that a whopping 67% of consumers surveyed* in the U.S. alone ended a business relationship due to a poor customer service experience? Or that the improvement most asked for by consumers is “better human service”? Or that the most important factor in a satisfying customer experience is a “competent customer service representative”?

More importantly, bad customer service affects companies’ bottom line, and ultimately industries as a whole. U.S. businesses lose $83 BILLION each year as a direct result of poor customer service. So don’t just give lip service to the notion of good customer service. It will cost you more than lost customers.

By the way, I am pleased to tell you that customer service is indeed not dead but alive and thriving at Internap. In fact, our annual customer support satisfaction rating on a scale of 1 to 10 is an 8.62 compared to an industry average of 8.31 and a peer group average of 6.9.**

*Source: 2009 Genesys Global survey of Consumer Attitudes
**Source: 2011 Customer Satisfaction Survey conducted by Technology Services Industry Association(TSIA).

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Ansley Kilgore

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