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 !