Two Strikes and You're Out ... for Poor Customer Service

A recent survey commissioned by Amdocs finds that consumers 'will not take it anymore' and are likely to change service providers after two negative experiences.

The national survey, which queried 1000 consumers about recent experiences in the banking, cable, retail, and telecommunications industries, shows that consumers hold companies accountable for poor customer service. Consumers are telling service providers that "they will not take it anymore" and will change providers if treated with anything but superior service.

Additional key findings include:

  • More than 75 percent of consumers would hang up on a call placed to customer service after waiting on hold for longer than five minutes.
  • More than 80 percent of consumers polled would rather visit the dentist, pay their taxes, or sit in a traffic jam than deal with an unhelpful representative.
  • 75 percent said that they will tell friends and family about negative experiences.
  • 85 percent of consumers reported that having negative customer service experiences will drive them to switch providers.
  • Consumers believe that the loss of business is the biggest motivator for companies to improve their customer service.

Based on these survey results, it is imperative that service providers recognize the importance of providing high quality customer service. With a wide range of choices available and intense competition for consumers' business, a service provider's profitability hinges on its ability to know everything about its customers in order to build valuable relationships, leverage that value for profit, anticipate customers' needs, and take appropriate action based on that information.

In today's customer-driven marketplace, it is essential for service providers to have a clear, 360 degree view of their customers during each interaction.

"Customers today are more demanding than ever, and service oriented organizations are changing the way they work in order to meet the demands of their customers. The results of our survey prove that if today's consumers aren't treated well, they will take their dollars elsewhere," said Michael Couture, vice president of marketing at Amdocs. "As organizations offer their customers more differentiated services, presenting a single "storefront" to the consumer becomes even more critical."

You may like these other stories...

For the first time in the five-year history of Vault.com’s rankings of the top 50 accounting firms to work for in North America, a firm has held the top spot as best accounting employer for two consecutive years....
With tomorrow being Tax Day, you might see some procrastinators at your office filling out forms, printing out paperwork, or getting last-minute tax advice from their accountant so they can meet the IRS’s filing...
You can read volumes on how to manage an accounting practice. But if you want the quick version, just read the following four points. Everything else is just commentary.  (These points come out of the 1997 book, The...

Upcoming CPE Webinars

Apr 22
Is everyone at your organization meeting your client service expectations? Let client service expert, Kristen Rampe, CPA help you establish a reputation of top-tier service in every facet of your firm during this one hour webinar.
Apr 24
In this session Excel expert David Ringstrom, CPA introduces you to a powerful but underutilized macro feature in Excel.
Apr 25
This material focuses on the principles of accounting for non-profit organizations' revenues. It will include discussions of revenue recognition for cash and non-cash contributions as well as other revenues commonly received by non-profit organizations.
Apr 30
During the second session of a four-part series on Individual Leadership, the focus will be on time management- a critical success factor for effective leadership. Each person has 24 hours of time to spend each day; the key is making wise investments and knowing what investments yield the greatest return.