What B2B customers want

Institute of customer service research( Customer priorities what customers want 2005) made the following observations about failings in  customer service encountered by B2B customers:

  • Broken promises, such as failure to respond to telephone calls or emails;
  • Delayed response times, for example more than 24 hours for emails;
  • Remoteness of human contact – where organisations prefer automated systems, even though customers do not;
  • A reliance on impersonal scripts and therefore a reluctance to listen to or empathise with the customer;
  • A reluctance to apologise, even when it is clear that the organisation has failed;
  • Processes that are not customer-focused;
  • A reluctance to welcome and act on complaints.

This provides food for thought !

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