This blog has posted numerous articles about the kinds of dramatic interactions that occur when a customer gets angry at the answering services a company puts in place. By now, this is such a familiar occurrence that it's usually more alarming to find a news report of an interaction where a customer doesn't want to rip the representative's head off.
But as painful as it may be, it might be worth it to face the realities of exactly how many people are angry with your business and what they have to say, specifically, so you can improve and take this in its proper context. A release from the W.P. Carey School of Business described findings from a recent study conducted by that institution regarding what it called "customer rage."
It doesn't paint the most flattering image of customer service performance, and in fact seems to indicate an alarming amount of instances in which customers reported some sort of problem. In fact, this accounted for half of the instances recorded for 2013, a 5 percent jump over the 2011 figure of 45 percent. There's also been a rise in the amount of profanity that gets used in these exchanges.
Scott Broetzmann, a representative of Customer Care Measurement and Consulting, described the series of grievances that lead to a general rise in dissatisfaction and anger.
"People are frustrated that there are too many automated response menus, there aren't enough customer-care agents, they waste a lot of time dealing with the problem, and they have to contact the company an average of four times to get resolution," he said.
Contracting a live answering service can grant your business a means of keeping customer rage under control, or at least acknowledging it before it gets out of hand.