The Cost of Poor Service | BTalk Australia
BNET Australia Contributors
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Biography
BNET Australia Contributors
Brian Haverty is editorial director for CBS Interactive Australia and is responsible for the company's BNET and ZDNet Australia sites.
Robert Gerrish is a coach, author and professional speaker and the founder of Flying Solo, an Australian online community for solo business owners.
Melissa Lourenco is the HR manager for CBS Interactive in Australia.
Chris Golis is the author of The Humm Handbook: Lifting Your Level of Emotional Intelligence. He runs seminars and workshops on EQ.
Suzi Dafnis is Community Director of the Australian Businesswomen's Network.
Yvonne Adele helps organisations build a culture of ideas by teaching people at all levels to access their untapped creative thinking skills.
Jason Stirling
(Episode 312: 11 minutes 30) A survey commissioned by Genesys has shown that Australian businesses are losing more than $2.6 billion each year as a result of poor customer service. 72% of consumers said they had ended a relationship due to poor customer service, and 56% had an experience that made them more likely to do so in the past year.
This is happening despite developments in the sophistication of contact centre software. So what’s going wrong? That’s a question Phil Dobbie puts to Jason Stirling, the Vice President APAC for Genesys. He says the problem is often the result of old processes and poor implementation.
What’s your experience? Add comments in the Talkback section at the end of this post.
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