Around 55 percent of German consumers are dissatisfied with the customer service provided by communications service providers. This was revealed by a Forsa survey on the subject of customer care. According to the survey, more than half of the respondents had negative experiences with their internet or telecommunications provider. Read the following summary of findings from the study .
The reasons for complaints about poor customer service
62% of German consumers still resort to the telephone in the event of service problems. For 58% of respondents, long hold times are the biggest annoyance. 51% of the study participants complained about the lack of expertise on the part of call center agents. However, the handling of service requests via external service providers (40%) and the noticeable lack of motivation among employees (21%) also contribute to the high level of customer dissatisfaction. German corporations are therefore facing a major challenge in modernizing their service organization through a combination of people, processes, and technology.
Modern customer service is digital & social
Compared to the rest of Europe, the digitalization of German service departments is lagging behind. In the United Kingdom, 19% of consumers now prefer to use alternative communication channels such as online forums and live chats. Customer satisfaction is significantly higher among the British.
To ensure a modern customer service, existing structures do not have to be equipped with more resources, but rather new, agile service offerings must be created. The introduction of modern technologies is only one part of a successful digital service transformation. The involvement of customers and employees from other organizational departments in communication processes must also be taken into account. Social service defines the establishment of a compelling customer experience.
Source: Magazine “ONEtoONE” New Marketing– Issue 02/16
