Customer service quality in the UK is being undermined by an over-reliance on websites and emails.
New research by Alldaypa questioned 1,000 members of the public and found that many businesses – including healthcare businesses – are losing the art of conversation, offering poor service to customers over the phone.
‘Our research indicates a worrying trend for businesses who keep their customers at arms length,’ David Joseph, board executive at Alldaypa, said.
‘Whilst we love the convenience and speed of online shopping and email, there are specific moments when we want to speak to a human being.’
Using the phone
We prefer to use the phone when it comes to getting detailed information about a product before making a purchase (53%).
However, many organisations are failing to provide this service with more than one in four (26%) consumers feeling healthcare businesses, such as dentists, delivered poor customer service over the phone.
‘Failure to offer this service will quite simply mean that you lose customers,’ David continued.
‘Sixty eight per cent of people said that having call handlers that are impolite or unhelpful would be enough to make them move their custom elsewhere.’
