Top customer service pet peeves revealed

Old problems need new solutions.

Repeated phone calls, lengthy hold times and repeated the same question to multiple service representatives have emerged as the top pet peeves bugging customers in Singapore.

A survey by Accenture revealed that service representatives’ failure to quickly resolve customers’ queries is the top reason for ditching a product or brand.

Customers are also more satisfied with digital customer service channels such as mobile applications. 51% of respondents reported that they are satisfied with mobile service and applications, as compared to just 40% who were satisfied with traditional contact centre support.

“Many of the common consumer complaints and habits identified by the research have been ever-present for a number of years, indicating that many companies are not addressing the underlying issues effectively. Failure to quickly resolve an issue continues to drive the switching trend, with little improvement reported over the past six years,” the report said.