TCN, a national call center company, released findings that revealed that 66% of Americans were likely to abandon a brand after a poor customer service experience. That’s up 24% from 2020.
“We felt that consumers were very forgiving to brands during the pandemic in 2020 as everybody was forced to work from home. Businesses were forced to adjust and make a ton of changes,” said McKay Bird with TCN.
I can believe it, Carol. It used to be consumers would have to accept a company's dictum. Social media has proven to be a powerful ground leveler.
But can or do customers spot the difference between rudeness and overwhelmed due to poor staffing?
The entire workforce is now made up a mediocre employees, subpar employees.
Especially when the cost of goods are increasing and the customer service and inventory have been on a rapid decline.
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