While 60% of customers in the US, UK and Canada go to service providers’ retail stores with the intention of making a purchase, one of four walk away empty-handed due to bad customer service.
According to an Amdocs survey, the primary cause of abandoning the purchase was either the store representative’s lack of knowledge about the devices or the plans being sold, or the long wait time for services.
Store sales staff received the lowest customer ratings in the areas of speed of service, as well as for their concern as to whether the customer had purchased the best service plan or phone to meet their needs.
Highest ratings were awarded for courtesy and friendliness.
With transactions and devices becoming more complicated sophisticated, store representatives need tools that let them focus on meeting a customer's specific needs, while reducing the time to complete a transaction, Amdocs says.