According to recent reports by the Guardian, customer satisfaction in the UK is at its lowest level since July 2010. Reports say that customers no longer want one-way communication, and that many organisations are failing to grasp the importance of building real relationships with their customers.
Customer expectations are constantly changing. Is it time that your company did, too?
According to the latest UK Customer Satisfaction Index (UKCSI), the biggest frustrations among customers are the speed of complaint handling and the attitude of staff members. With the rise of social media platforms such as Facebook and Twitter, customers expect a speedy response and 24 hours just isn’t good enough these days. With increasing competition from overseas, the way UK businesses handle their customer service needs to be addressed.
The younger generation in particular are wanting more engagement from brands, and those aged 18-24 are the least satisfied with businesses. Many turn to social media to vent their frustration, which spreads bad news very quickly amongst this impressionable generation, however this generation is also more likely to recommend a company.
With over 70% of the UK’s working population in customer-facing roles, it is important for business leaders to ensure that all employees have the necessary skills to deal with customer complaints, and can engage effectively with their customers. The same rules apply regardless of platform; this may be face-to-face, email, social media or telephone. Customer service is always the factor that is remembered by customers and therefore always important to companies.
It is clear that if Britain wants the economy to grow further, it is essential that UK companies get their customer service in gear…or lose out to competition overseas.
mplcontact is a customer service expert and can offer numerous services that will help to support you and your company. From out-of-hours call handling to helpdesk solutions, we’ll help to ensure your customers are never left on hold or dissatisfied with your customer service.
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