Service Survey Says Customers are Ignored
USA - Salt & Pepper Group reports on customer
interactions
A new survey carried out by consulting firm, Salt & Pepper Group
shows that customer service levels are still not what they ought
to be, despite the gloomy economy.
Salt & Pepper revealed that in 25% of customer interactions the
sales person either failed to spot a customer service
opportunity or ignored the customer altogether.
The survey, which measured interactions between more than 1,000 customers
and retail staff was conducted in 73 stores over a four month
period.
Rick Miller, consulting analyst, Salt & Pepper Group said:
"The biggest sins were sins of omission. Often, we would enter a
store, or a specific department in a store, and the associate
working there would not acknowledge us."
