How rude staff cost UK firms £5m a day
POOR service is costing British companies £4.7million a day – or £12billion a year – researchers claim.
Half of Britons have ditched a company after receiving shoddy treatment from staff.
And 95 per cent of 1,000 consumers polled said they had taken some form of action over inadequate service from firms ranging from banks to travel companies.
Top frustrations included unhelpful or rude contact centre staff; being passed around multiple agents; calls being answered by someone without the required knowledge to deal with a query and being kept on hold.
The poll found men were more impatient than women, with a fifth prepared to wait less than five minutes after being put on hold compared to 13 per cent of women.
The study was carried out by NewVoiceMedia, which provides contact centre technology.
Spokesman Jonathan Gale said: “We are becoming less tolerant to anything less than perfect customer service.”