Photo: Neeta Lind on Flickr
Consumers on hold with a customer service representative hang up after reaching a “boiling point” of 13 minutes, according to a recent survey. Then, they’re likely to ditch that company for another one.The time they’ll wait for in-person assistance is 12 minutes, according to the survey released by American Express. One in two Americans have ditched a purchase because they were fed up with bad customer service.
And while customers will tell an average of 15 people about a good experience, they’re going to complain to 24 about a bad one, the survey said.
With 93 per cent of survey participants saying they weren’t satisfied with customer service, that’s a lot of complaining.
Besides long hold times, customers got fed up with rude representatives and being passed to different departments with no resolution.
But not all the news is bad–it turns out customers’ expectations aren’t all that high. American Express says investing in better employees and setting goals to motivate them works wonders for performance.
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