Moreover, the study found that only 18 percent of people who've complained about problems were completely satisfied with the actions the company took to resolve them.
Carey School of Business at Arizona State University. Of those, more than half said they were extremely or very upset by the experience, and a third reported feeling anxious, betrayed, or sad about it, according to the 2017 Customer Rage Study, conducted biannually by the consulting firm Customer Care Measurement & Consulting (CCMC) and the W.P. More than half of Americans report that they've had a problem with a product or service in the past year. (See " Paying With Our Privacy: When Technology Meets Customer Service," below.) With so many ways to reach out to companies-from calling to chatting to email to posting on Facebook and Twitter-it pays to know how they can work for you-and potentially against you.Ĭonsumers have had it. While some of these, such as web chats, have the potential to improve service, others are raising concerns about privacy and fairness, because they rely on data that may be inaccurate. "But when I really run into frustration, I find social media to be the best remedy."Īpart from social media, companies are increasingly using other technologies to interact with customers. "My instinct is to call first because it can be a lot more efficient than back-and-forth messages over social media," Bourdon says. (A Hertz spokesperson said that all of the company's customer service agents are empowered to resolve any issue a customer may face.) It responded immediately and referred him to another department, which ultimately refunded the amount he requested and awarded him enough points for a complimentary rental. Not satisfied with that response, Bourdon tweeted a message to the Hertz social media team. When the Hertz car he'd reserved at the airport in Tahiti wasn't available and he was forced to rent from another company, he called Hertz customer service and spoke to an agent who said the company would get back to him within days.
Now, however, social media and other forms of technology are beginning to radically reshape the customer service landscape, giving consumers powerful new tools to solve problems and make themselves heard.Ĭonsider the experience of Jean-Luc Bourdon, a financial planner in Santa Barbara, Calif. People eventually put their complaints on paper, then moved on to the telephone and email, but little else changed in the intervening 3,000 years. "What do you take me for, that you treat somebody like me with such contempt?" the unhappy customer asked in an entreaty that was engraved into a clay tablet but would not be out of place in one of today's online product reviews. by a Babylonian demanding a refund from a merchant who sent him copper ingots of inferior quality. One of the earliest recorded complaints was lodged in 1750 B.C. Consumers have been frustrated by dismissive, unfair, and otherwise unacceptable customer service since the dawn of commerce.
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