Customer advice service Consumer Direct has released details of the top complaints from 2009 with second hand cars topping the list for the fourth year running.
Complaints about electrical goods such as laptops – rising 42% – and mobile phones were on the rise, reflecting recent trends of broadband adoption and continued mobile penetration.
The majority of customers call to find out their rights and gain advice on how to advance the situation. In an ideal customer experience, customers with a grievance should have no problems finding the correct and contacting your organisation – with as little effort their end. There is currently a debate as to whether Social Media is an effective tool for customer service (see our post on Southwest Airlines earlier today).
The eConsultancy blog has covered some of the uses of social media for customer service stating “It also shows the value of setting up Facebook groups and Twitter accounts to give customers another useful channel to contact your company and an outlet for queries and complaints”