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.
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Small Business Owners Say They’re Raising Worker Pay
A record percentage of small business owners say they are raising pay for their workers, according to the latest monthly jobs report from the National Federation of Independent Business, based on a survey of 10,000 of the group’s members. A seasonally adjusted net 35 percent of small businesses say they are increasing compensation. “They are increasing compensation at record levels and are continuing to hire,” NFIB President and CEO Juanita Duggan said in a statement accompanying the report. “Post tax reform, concerns about taxes and regulations are taking a backseat to their worries over filling open positions and finding qualified candidates.”
The US Is Running Short on More Than 200 Drugs
The U.S. is officially running short on 202 drugs, including some medical staples like epinephrine, morphine and saline solution. “The medications most vulnerable to running short have a few things in common: They are generic, high-volume, and low-margin for their makers—not the cutting-edge specialty drugs that pad pharmaceutical companies’ bottom lines,” Fortune’s Erika Fry reports. “Companies have little incentive to make the workhorse drugs we use most.” And much of the problem — “The situation is an emergency waiting to be a disaster,” one pharmacist says — can be tied to one company: Pfizer. Read the full story here.
Chart of the Day: Could You Handle a Sudden $400 Expense?
More Americans say they are living comfortably or at least “doing okay” financially, according to the Federal Reserve’s Report on the Economic Well-Being of U.S. Households in 2017. At the same time, four in 10 adults say that, if faced with an unexpected expense of $400, they would not be able to cover it or would cover it by selling something or borrowing money. That represents an improvement from 2013, when half of all adults said they would have trouble handling such an expense, but suggests that many Americans are still close to the edge when it comes to their personal finances.
Kevin Brady Introduces Welfare Reform Bill
The Tax Policy Center’s Daily Deduction reports that Rep. Kevin Brady (R-TX), chair of the House Ways and Means Committee on Friday introduced The Jobs and Opportunity with Benefits and Services (JOBS) for Success Act (H.R. 5861). “The bill would rename the Temporary Assistance for Needy Families (TANF) program and target benefits to the lowest-income households. Although the House GOP leadership promised to include an expansion of the Earned Income Tax Credit as part of an upcoming welfare reform bill, this measure does not appear to include any EITC provisions.” The committee will mark up the bill on Wednesday.