This Is the Most Annoying Thing About Customer Service
The number of Americans fed up with lousy customer service is decreasing but there are still some practices that irritate nearly everyone, according to a newly published report in Consumer Reports’ September issue.
There was a tie for the top customer service complaint. Seventy-five per percent of shoppers surveyed were annoyed by the inability to get a live person on the phone and by dealing with a representative who was rude or condescending.
Seventy-four percent of consumers said they were highly annoyed at being disconnected from a customer service rep, and 71 percent were dissatisfied that they’d been disconnected and then unable to reach the same representative again.
“Many companies today are simply awful at resolving customer protections, despite investments in whiz-bang technologies and considerable advertising about their customer focus,” Scott Broetzman, president of Customer Care Measurement & Consulting, told the magazine.
In a separate report released this week, 24/7 Wall Street found that Amazon.com is the best big company for customer service, followed by Chick-fil-A and Apple. The companies in the publication’s “Customer Service Hall of Shame” include Bank of America, DirectTV and Comcast.
In order to get the best possible customer service, Consumer Reports recommends using the phone, rather than email; showing—and asking for—empathy; and escalating when necessary.
The magazine also suggests putting technology to work. The website Dial a Human can help find the best customer service number for a company, and the service Lucy Phone lets you enter a company’s name and number and then calls you when a rep becomes available so you don’t have to wait on hold.
Top Reads From The Fiscal Times:
- The Next Debt Crisis Could Be Much Worse than in 2013, GAO Warns
- The New Generation of ‘Genuinely Creepy’ Electronic Devices
- Who Are These People Giving Money to Donald Trump?
GOP Tax Cuts Getting Less Popular, Poll Finds
Friday marked the six-month anniversary of President Trump’s signing the Republican tax overhaul into law, and public opinion of the law is moving in the wrong direction for the GOP. A Monmouth University survey conducted earlier this month found that 34 percent of the public approves of the tax reform passed by Republicans late last year, while 41 percent disapprove. Approval has fallen by 6 points since late April and disapproval has slipped 3 points. The percentage of people who aren’t sure how they feel about the plan has risen from 16 percent in April to 24 percent this month.
Other findings from the poll of 806 U.S. adults:
- 19 percent approve of the job Congress is doing; 67 percent disapprove
- 40 percent say the country is heading in the right direction, up from 33 percent in April
- Democrats hold a 7-point edge in a generic House ballot
Special Tax Break Zones Defined for All 50 States
The U.S. Treasury has approved the final group of opportunity zones, which offer tax incentives for investments made in low-income areas. The zones were created by the tax law signed in December.
Bill Lucia of Route Fifty has some details: “Treasury says that nearly 35 million people live in the designated zones and that census tracts in the zones have an average poverty rate of about 32 percent based on figures from 2011 to 2015, compared to a rate of 17 percent for the average U.S. census tract.”
Click here to explore the dynamic map of the zones on the U.S. Treasury website.
Map of the Day: Affordable Care Act Premiums Since 2014
Axios breaks down how monthly premiums on benchmark Affordable Care Act policies have risen state by state since 2014. The average increase: $481.
Obamacare Repeal Would Lead to 17.1 Million More Uninsured in 2019: Study
A new analysis by the Urban Institute finds that if the Affordable Care Act were eliminated entirely, the number of uninsured would rise by 17.1 million — or 50 percent — in 2019. The study also found that federal spending would be reduced by almost $147 billion next year if the ACA were fully repealed.
Your Tax Dollars at Work
Mick Mulvaney has been running the Consumer Financial Protection Bureau since last November, and by all accounts the South Carolina conservative is none too happy with the agency charged with protecting citizens from fraud in the financial industry. The Hill recently wrote up “five ways Mulvaney is cracking down on his own agency,” and they include dropping cases against payday lenders, dismissing three advisory boards and an effort to rebrand the operation as the Bureau of Consumer Financial Protection — a move critics say is intended to deemphasize the consumer part of the agency’s mission.
Mulvaney recently scored a small victory on the last point, changing the sign in the agency’s building to the new initials. “The Consumer Financial Protection Bureau does not exist,” Mulvaney told Congress in April, and now he’s proven the point, at least when it comes to the sign in his lobby (h/t to Vox and thanks to Alan Zibel of Public Citizen for the photo, via Twitter).
