For Immediate Release
Milwaukee, Wis., Dec. 14, 2015 — The stockings are hung on the chimney with care in hopes that your holiday delivery will soon be there. Santa will be on time, but retailers usually don’t fare as well with late deliveries topping the list of customer service complaints, according to a new survey by ASQ, the leading authority on quality in all fields, organizations and industries.
The survey, conducted online during World Quality Month, polled more than 400 quality and customer service experts worldwide. Results indicated little disparity from country to country.
The following are top customer complaints, according to the survey:
“Late deliveries, longer than usual waits and shipping charges are common reasons for customer dissatisfaction during the holidays but as many as three-quarters of Americans won’t like the gifts they receive so returns will also be prevalent,” said John Goodman, ASQ member, customer service expert and vice chairman, Customer Care Measurement and Consulting.
While it’s in the best interests of retailers to have good return policies, Goodman recommends that customers take these steps to help ensure a positive sales experience:
“Returning an item is like breaking up when you’re dating. Do it in a public place and don’t make the service rep defensive with ‘I caught you doing something wrong or you misled me on this product,’” Goodman said. “Don’t raise suspicion and be honest up front. Tell the store rep that you know that the problem is not their fault — this reduces their defensiveness.”
Goodman notes that the simplest and most important thing you can do is to recognize good quality service.
ASQ is a global community of people dedicated to quality who share the ideas and tools that make our world work better. With millions of individual and organizational members of the community in 150 countries, ASQ has the reputation and reach to bring together the diverse quality champions who are transforming the world’s corporations, organizations and communities to meet tomorrow’s critical challenges. ASQ is headquartered in Milwaukee, Wisconsin, with national service centers in China, India, Mexico and a regional service center in the United Arab Emirates. Learn more about ASQ’s members, mission, technologies and training at asq.org.