Businesses losing $8 billion a year through dodgy customer service

Aussie businesses are losing a massive $8 billion a year due to bad customer service, according to new research from NewVoiceMedia.

NewVoiceMedia surveyed more than 2,000 adult consumers from across the country and found that 58 per cent are taking their business elsewhere as a result of inadequate customer service – and of those, 92 per cent have switched at least once or twice in the last year. According to the study, 55 per cent are so put off from calling a business for fear of being kept on hold, that they will switch to a competitor without even attempting to resolve a problem. According to NewVoiceMedia, the top frustrationscausing consumers to walk away from a business are: 

     -       Lack of appreciation from a business (46%);-       Unhelpful/rude contact centre staff (38%); and-       Being passed around multiple agents (32%).

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