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Survey: Poor Customer Service Common, Expensive

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Survey: Poor Customer Service Common, Expensive

Business

Survey: Poor Customer Service Common, Expensive

Survey: Poor Customer Service Common, Expensive

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  • <iframe src="https://www.npr.org/player/embed/10305678/10305679" width="100%" height="290" frameborder="0" scrolling="no" title="NPR embedded audio player">
  • Transcript

Customer service is often dreadful. A recent survey suggests that one out of two customers experience problems when they shop. Long lines and uninformed sales staff are among the main complaints.

And when customers are unhappy, they don't stay quiet about it — they often share their negative experiences with others. Many retailers have been slow to recognize that the cost of poor customer service is steep.