The internet has revolutionised shopping, giving us access to an inconceivably wide range of goods and services. With just the click of a button you can compare prices and products, order items from around the globe and have them delivered direct to your door. However, this convenience comes at a price, and all too often results in less than satisfactory customer service. Many people still prefer to shop in the larger out of town centres such as Cribbs Causeway in Bristol and The Bull Ring in Birmingham. By booking a Serviced Apartment Birmingham way such as those found at https://birminghamservicedapartments.co.uk/ you can spend all day shopping and then relax in luxurious surroundings before travelling back home the following day.
The recent annual Consumer Action Monitor report revealed that customer complaints have almost doubled in the last year, with an astonishing 66 million grievances reported. Many different business sectors were responsible, with retail being the one most commonly complained about. Telecoms, banking, public transport, tourism and tradesmen were among some of the other chief offenders, with this huge rise in complaints being alarming news for businesses.
A Decline in Service
One of the chief reasons behind the increased number of complaints is that internet shopping has had a significant impact on customer service. The lack of face-to-face contact and reduced human interaction means there is more potential for mistakes such as delivery errors. Not only are businesses less invested in providing a personal service, but when things do go wrong, there can be significant delays in rectifying issues. In addition, customer queries are often dealt with by an external third party, which can be time-consuming and frustrating for clients.
Have Your Voice Heard
Customers are more aware than ever of their rights, and whilst the internet may have contributed to a decline in service standards, luckily it has also made it easier than ever to have your issue addressed. Rather than having to visit a shop in person or post a strongly worded letter of complaint, it is now possible to draw attention to poor customer service online. A survey by communications agency Fishburn Hedges and Echo Research found that 36% of people had used a social media platform to contact a big company. The public embarrassment of customers taking the opportunity to utilise the internet and means complaints should be dealt with swiftly.
The internet may have negatively affected customer service, but it has also made it easier to have your voice heard. Complaints can be made public, which galvanises businesses into acting quickly to deal with them.