UK businesses have only one chance to get it right when it comes to customer service, according to a study.
Research by Enterprise Rent-A-Car found 62 per cent of UK consumers say that one bad customer service experience is enough to make them never buy from that company again.
Some 34 per cent said they thought customer service in the UK has got worse over the past decade.
The two factors most likely to annoy customers are rude and unfriendly staff (46 per cent) and a company that is slow to respond to problems (33 per cent).
Think about how promotional products could complement your customer service strategies – if you need to apologise for bad service, why not give out promotional umbrellas or printed USBs as complimentary gifts?
Mike Nigro, UK managing director at Enterprise Rent-A-Car, said we are seeing the emergence of the “one chance high street”.
“This research highlights the importance of high-quality, well-trained employees who deliver great service each and every time,” he said.
“It also shows that consumers are accepting when things don't quite go as expected, but it's how issues are handled that can define great service.”
Posted by Robin McCrink