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Interpersonal Skills Drive Customer Experience

The emotional aspect of customer service is most critical, according to a new survey, as one in three respondents preferred being treated well over having their issues immediately resolved.

January 24, 2013
Related Topics: Performance Management, Performance Management
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Tampa, Fla. — Jan. 24

According to a new study by AchieveGlobal, a workforce development firm, the emotional aspect of customer service is most critical, as one in three respondents preferred being treated well over having their issues immediately resolved.

The study, “Why Your Customers Stay or Stray: Insight from Global Customer Experience Research,” further reveals that the behaviors most irritating to customers stem from detached emotional awareness and connection.

Almost half (46 percent) of global respondents noted that being rude, short, nasty, unhelpful and impatient was the greatest customer service mistake that they have experienced.

Using a canned script in dealing with issues (17 percent) and saying “no” or “I don’t know” (16 percent) also ranked amongst the top customer experience failures, according to the survey.

A negative customer experience not only threatens that particular sale, but also the reputation of the brand. Given the rising power of social media as a tool for brand advocacy, nearly 40 percent of respondents worldwide admitted to posting a negative review online after a poor customer experience.

Source: AchieveGlobal

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