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Sixty-four percent of respondents said that during the previous 12 months they had left a store because service was poor, and 67 percent had hung up on customer service without having had their problem addressed.

Seventy-one percent of survey respondents were “tremendously annoyed” when they couldn’t reach a human on the phone; 65 percent felt that way about rude sales-people. And 56 percent felt that way about having to take multiple phone steps to reach the right place. Women were more annoyed than men when they couldn’t reach a person by phone; men were especially annoyed by customer-service phone reps who pitched unrelated goods or services; people 50 and older were more annoyed than others by convoluted voice-messaging systems.

Only 16 percent of Americans prefer to deal with a customer-service problem in person. Twenty percent favor the phone; 2 percent, live chat. Fewer still prefer e-mail. Sixty percent of respondents said that their preferred method of contact depends on the nature of the problem.

And finally, Walmart could you step into our office and close the door behind you? Thanks. From our friends at Consumer Reports (who btw give a nice shout out to some very smart people who run GetHuman.com in this article had this to say about Walmart and Sam's Club (owned by Walmart), "One or both were among the worst for customer service in eight industries, including appliances, electronics, cell phones, and supermarkets. “Abominable” is how retail industry consultant Jack Abelson describes the state of customer service in the U.S. today. He attributes the decline to corporate America’s focus on cutting costs instead of increasing revenue. “There is an almost complete failure to recognize and appreciate the value people can bring to the equation,” says Abelson, who terms good customer service “a profit producer.” That's not good for the nation's largest retail chain.

We'd say we are shocked by the findings of the study, but then we'd have to shut down our website and post the "Gone Fishing" sign. Hey maybe that's not so bad after all. If you want to read the whole article, here, and make sure to read the "America's Top Gripes" article here.]]>

urn:uuid:abf8a899-2bfa-80e9-b556-188db8ad09bc 2009-10-24T14:40:07+00:00

Wal-Mart Tech Support has arrived. The service will provide customer help for electronics and other high tech devices for trouble shooting and in-home setup.

The plan is to roll out the new service first in a few different regions of the country, but then to cover all U.S.-based WalMart stores by Christmas time. Unfortunately, the service is not free. You can purchase it on a per-need basis, or buy a prepaid service plan card with value ranging from approximately $100 (USD) to $400 (USD).

We expect that GETHUMAN will soon start getting phone numbers and shortcut suggestions for WalMart Tech Support. Please check the link below to see if we have customer service details or phone numbers available, or if you have a suggestion.]]>