Communication Breakdown, Long Hold Times Top List of Customer Complaints

In the latest Ouch Point study from Opinion Research Corporation, one in five US respondents (20%) cited hard to understand representatives with thick accents as their biggest frustration in dealing with customer service departments. Running a close second was the length of time it takes to get through to a representative (17%).

A list of top customer service Ouch Points ranked as follows:

Reps that are hard to understand because of a thick accent - 20%

Length of time to reach a representative - 17%

Reps that are not knowledgeable about their organizations products/ services/ process - 14%

Being transferred to the wrong person or the wrong department - 13%

Reps who promise to follow through and don’t - 9%

Reps that are not empowered to handle a situation - 8%

Reps who don’t understand your situation - 7%

Reps who want to debate your situation - 3%

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