Industry Research : Customer Service Mistakes Cost Australian Businesses
Fundamental customer service mistakes could be costing Australian businesses millions of dollars in lost revenue, research shows.
Data released by Australian consumer research company, Mystery Customer, which conducts thousands of mystery shopping visits annually across a range of industry sectors, found that whilst many business owners liked to think that they were providing good customer service, what customers actually experienced left a lot to be desired.
Robert Jarmyn, Mystery Customer sales and marketing director, said it was surprising how many businesses failed in one or more basic customer service criteria.
Key areas where businesses fell down on their customer service delivery included:
Failing to acknowledge the customers presence.
Not listening to the customer’s needs.
Poor product knowledge.
Lack of recognition of customer loyalty program membership.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, September 17, 2012