Consumer law and policy professional Kat George explains why customers are often left hanging on the phone, and what they can do to find a resolution to their issue
, so that businesses often require you to slide into their DMs to get a response. And again, not everyone can access social media, and the results aren’t necessarily better or quicker.
It may sound cynical, but staffing call centres with enough real people to answer phones quickly, and to take the time to provide thorough and empathic support, is costly. It’s simply cheaper for businesses to have poor customer service. This includes the peskyAmerican researchers argue that, for US businesses with terrible customer service, the decision to leave phones ringing into the abyss is a strategy to minimise the amount of redress they have to pay consumers. The researchers suggest these businesses are “forcing customers to jump through hoops” to deter them from complaining – and claiming compensation.businesses may not care much about their reputation either.
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