I’m on vacation this week! That ought to mean relaxation and some carefree fun, but unfortunately my bliss was broken almost immediately by an experience I had trying to take a flight with Tiger Airlines. My flight was scheduled for 10 AM, and that’s what was printed on my ticket. But at the desk, a Tiger Airlines rep told me the flight had been delayed until 12. That’s annoying, of course, but it happens. Then when I reached the gate, I discovered the departure display board had our flight leaving at ...
Tag Archives: Customer Service
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![Customer Service Statistics [INFOGRAPHIC]](http://www.penn-olson.com/wp-content/uploads/2010/06/customer-service-budget-250x212.jpg)
Jun 13 2010
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Customer Service Statistics [INFOGRAPHIC]
Great products must be paired with great customer service. But it doesn't seem to be the case for businesses in general, as the infographic shows the ugly statistical truth about customer service. 45% of people who called in had the intention to make a purchase. But sadly, 70% of them are put on hold. And on average, they waited for about minute before receiving a reply from a customer service officer. This could be explained as most businesses only spend 4% of their marketing budget to handle these calls. While the rest ...
Feb 27 2010
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Don’t F*** Around With Social Media Savvy Customers
That was something Steven Payne, vice president of Evergreen Entertainment, learned the hard way. Payne's company operates a chain of movie theaters, including the St. Croix Falls Cinema 8, in St. Croix Falls, Wis. A patron of the movie theater, Sarah Kohl-Leaf complained through a letter to the company that she and her husband had to pay by cash for their tickets because the theater did not accept credit or debit cards. This caused them to have to borrow money from another couple to buy refreshments. She also complained that ...
Oct 26 2009
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3 Benefits When Using Twitter As A Customer Service Tool
When we, the customers have a complaint or query directed to a company, we either visit the corporate website or ring up the busy hotline. But how many times has the inadequate FAQ list frustrated us? And how long did we have to wait before we finally hear an unrecorded voice at the other end of the call? All these speak failure. Could Twitter be a solution? It might not be perfect, but it certainly could help patch up some of the major flaws of other customer service tools. 1. It is fast At least ...
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