There was a really great segment of NPR’s Talk of the Nation called ‘Your Call Is (Not That) Important To Us‘ (March 31, 2009).
For her new book, author Emily Yellin did extensive research around the concept of “customer rage” and found a way to to quantify the exasperation we feel when we call into contact centers. For example:
- 70% of callers feel rage
- 28% yell at the customer service rep
- 8% curse at the customer service rep
- 15% want revenge
- 1% actually get revenge
Despite all of this hostility, the segment ends on an upbeat note:
Fortunately, Yellin thinks it’s possible things will improve. She concludes that thanks to the Internet and global competition, companies are going to have to take their customers’ needs more seriously.
Let’s hope so!
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Okay, Nick, you left out the most important part.
1% actually get revenge??
How are they doing that? Are we talking blogs and Twitter or guns and knives?