A Customer Service Study released by Coldwell Banker revealed a strong correlation between the quality of a company's customer service and its long-term success. According to the findings, the average U.S. consumer switched businesses they dealt with twice in the past three years due to "bad service." When asked to define the differences between great and bad, consumers said the top characteristics of companies with "great service" were: Resolving questions and problems (66 percent) Knowledge of the product or service (49 percent) Being easy to reach (35 percent) Understanding requirements (35 percent) Conversely, top characteristics associated with "bad service" were: Inability to resolve questions or problems (46 percent) Being unavailable/difficult to reach (38 percent) ...
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