The cost of bad customer service in Australia

The cost of bad customer service in Australia

The true cost of bad customer service in Australia

There is an estimated cost of bad customer service in Australia of $122B per year…

That’s $122 Billion dollars walking out of one business and into the next because the customer didn’t like the way they were treated.

Sure, there are some customers that are difficult, maybe they are having a bad day and they take it out on you.

The reality is that a customer has a problem when they come to you.

Maybe their problem is the TV stopped working and they need a new one, maybe they are hungry and need food or they can’t get their computer to work and need help.

Whatever their problem is, it’’s your job to fix it and if you don’t, it will cost you.

The numbers are staggering when it comes to customers talking with their feet.

  • 86% of customers in a recent survey said they will pay more than a competitor if they can provide better service.
  • 89% of customers will go elsewhere after only one bad experience.

So if you’’re a leader or a customer service professional, how do you change the way your customers are served?

Two tips to improve your customer experience

Companies like Coke spend millions on research to find out that information from their customers.

The good news is you don’t have to!

You can simply ask your clients.

We have used simple things like Survey Monkey, calling customers and asking about their experience and even standing out the front and asking them directly (find suppliers on Voice of the Customer services on the free CX Directory >>>).

The great news is, when asked, most people will tell you!

According to the surveys we conduct, staff and customer’s number one area of concern when it comes to internal or external customer service is lack of communication.

smile being held open with pegs
Start off smiling, even if it’s over the phone, people know!

The best thing you can do to change that is get your team doing this… SMILE!!

Smiling releases endorphins.

It is an internationally recognised signal that says “I’m nice”.

There has been so much research done on the impact of a smile.

The easiest, most affordable customer service training you can do is help your staff smile.

Try it for one week, just smile and say hello to everyone, even people you don’t know and see what happens!

Recommended further reading: The real value of customer feedback and why companies are failing

Discover all the upcoming conferences, training courses, networking events and more for customer experience professionals on the Industry Events Calendar >>>

Share this content:
About Justin O'Hehir 2 Articles
Justin O'Hehir is a Human Synergistics facilitator and Director of Performance with People, a Human Resources Consultancy that assist organisations in success through people.

Upcoming Industry Events

Quality Assurance for Contact Centres (August 2021)

Event Organiser:
CX Skills

Learn the skills to design and build a Quality Assurance Framework for Contact Centres in this March 2021 online course delivered by global expert Daniel Ord.

Robotic Process Automation: The Fundamentals

Event Organiser:
VIS Global

If you’re a contact centre manager, team leader or responsible for making automation happen, this is a great opportunity to add to your tool kit! Delivered over 4 sessions, you'll learn all about Robotic Process Automation and how it can help your contact centre.

3 opportunities to increase training programme effectiveness

Event Organiser:

Learn 3 approaches that have been successfully employed to increase return on investment and improve customer satisfaction with internal training.

Be the first to comment

Leave a Reply