Mr Bruce Temkin, Head of the Qualtrics XM Institute, said, “Organisations in Singapore are risking more than 5 per cent of their sales because of poor customer experiences, demonstrating the need for enabling and empowering frontline teams to resolve issues in a timely and effective manner.”
SINGAPORE: A new report from Qualtrics XM Institute showed that only 57 per cent of consumers in Singapore said their issues were fully resolved during interactions with customer service.
It shows how useful empathy is not only in keeping the trust of a consumer but in actually saving an interaction, despite a long wait time to talk to a customer service agent. Face-to-face interactions got the highest preference percentage , followed by speaking with someone on the phone .
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