Sorry, I’m Not Sorry: Consumers Lacking Holiday Spirit for Customer Service

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38% Would Rather Give CashIt won’t be a holly, jolly season for brands this year, as consumers give a great big “Bah Humbug” to customer service. And sorry, but they’re not really that sorry about their Grinch-y attitude as just 20 percent of Americans feel guilty about being rude to a customer service agent.

Their lack of sympathy for the blight of the customer service agent may be because they feel justified given their low expectations of holiday care.

  • Nine in ten (91 percent) believe customer service should be better prepared for the holidays, but only 36 percent have higher expectations of customer service during this time of year.
  • More than a third (37 percent) would rather eat last year’s fruitcake than contact customer service during the holidays.
  • Another 74 percent say it’s more of a hassle to contact customer service during this time than any other time of the year.

Many are even taking more control over their experience. Some consumers are doing all they can to avoid customer service altogether, with nearly one in four (38 percent) saying they would rather give money than deal with customer service during the holidays.

For those that do contact brands during the season, many may try a different means of communication. While 48 percent say phone is the best channel to contact customer service during the year, just 33 percent say the same of the holidays. The decline is due to more consumers saying chat, email, text, social and in-person are the best channels during the holidays (67 percent) compared to year-round (52 percent).

It’s clear consumers are looking to be delighted by brands not only during the holidays, but throughout the year. And as customers take more control over their relationships with companies, delivering a consistent and exceptional customer experience is paramount, especially with low expectations for retail sales and the shortened shopping season this year.

You can check out our infographic which illustrates consumers’ expectations of holiday customer service.

*According to a survey of 2,500 Americans, of which 2,201 have contacted customer service, commissioned by Aspect Software.

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Jim Freeze, SVP, CMO

Jim Freeze, Aspect’s Senior Vice President and Chief Marketing Officer, plays a crucial role in executing on Aspect's corporate vision and strategy with oversight for the company's messaging platform and brand elevation. In addition, he directs the development and delivery of product and solution marketing strategies to foster revolutionary customer-company relationships.
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One thought on “Sorry, I’m Not Sorry: Consumers Lacking Holiday Spirit for Customer Service

  1. I agree with you, however, let’s look deeper into why people do not want to deal with Customer Service. I believe this is primarily due to the fact that the “Service” has gone out of Customer Service. I may be old fashioned, I still believe that establishing a relationship is the key to success. When people are met with a smile and a “How may I help you…” attitude you foster trust which in turn results in customer loyalty. Unfortunately that seems to be the exception rather than the rule today.

    In the last ten years I see a drastic change in the way Customer Service personnel are both treated and received by customers. The words “Please” and “Thank you” are never spoken or heard. The Perception is that you will run into a Customer Service representative who doesn’t really care about your concerns and are at the ready, to argue with you rather than listen, regardless of the legitimacy of your concern. It is natural for people to want to find other ways to communicate if they do not feel that they are being listened to and their concerns are being addressed. The customers level of frustration is increasing, and if an organization cannot instill trust and loyalty among its patrons it will affect the bottom line.

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