30000-9205 unit 1 (1/67)

Prompt Responses: Timely replies to inquiries and issues. Nobody likes to wait forever for help.

• Good service

• Bad service

Long Wait Times: Spending ages on hold or waiting for a response, especially if it’s not clear how long it will be.

• Good service

• Bad service

Clear Communication: Transparent and easy-to-understand information about products, services, and any potential issues.

• Good service

• Bad service

Unclear or Misleading Information: Receiving vague or contradictory details that leave you more confused than before.

• Good service

• Bad service

Personalized Service: Tailoring interactions to individual needs and remembering past interactions to improve the current experience.

• Good service

• Bad service

Automated Systems: Over-reliance on phone trees and automated responses that make it difficult to reach a real person or get specific help.

• Good service

• Bad service

Rude or Unhelpful Staff: Interacting with representatives who are dismissive, condescending, or uninterested in helping.

• Good service

• Bad service

Empathy and Understanding: Genuine concern for customers' problems and feelings, rather than just following a script.

• Good service

• Bad service

Effective Problem Solving: Quickly and efficiently resolving issues, with a focus on finding practical solutions.

• Good service

• Bad service

Lack of Follow-Up: Failing to check back on a resolved issue or not confirming that the customer is satisfied with the solution.

• Good service

• Bad service