Rude and Slow – The plight of service

RightNow’s Customer Experience Impact 2010 report shows that 82 percent of consumers in the U.S. said they’ve stopped doing business with a company because of a poor customer service experience. The main reason for that defection in 73 percent of cases was rude staff and in 55 percent of situations it was the company’s failure to resolve the customer’s problems in a timely manner.

When was the last time a company impressed you with the courteousness of their staff and the timeliness of meeting your need?

How many of your customers would answer that question recalling your service?

How much time and money do you spend elevating your service or streamlining your processes?

A lot of dissatisfied customers are waiting to do business with you!

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Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Follow on Twitter: @josephmichelli

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