{"id":24,"date":"2012-01-06T15:55:00","date_gmt":"2012-01-06T15:55:00","guid":{"rendered":"http:\/\/www.communicationcoach.ca\/blog\/?p=24"},"modified":"2015-03-09T09:35:39","modified_gmt":"2015-03-09T13:35:39","slug":"cbc-marketplace-looks-at-canadas-worst-customer-service","status":"publish","type":"post","link":"https:\/\/www.communicationcoach.ca\/blog\/cbc-marketplace-looks-at-canadas-worst-customer-service\/","title":{"rendered":"CBC Marketplace Looks at Canada&#8217;s Worst Customer Service"},"content":{"rendered":"<div>Long checkout lines, difficult-to-find salespeople, and unfriendly customer service rank among Canadians&#8217; biggest pet peeves when it comes to retail service, according to a poll done for CBC <a href=\"http:\/\/www.cbc.ca\/marketplace\/\"><em>Marketplace<\/em><\/a>.<br \/>\nThe show, which begins its <a href=\"http:\/\/www.cbc.ca\/marketplace\/2012\/canadasworstcustomerservice\/\">new season on Jan. 6 with a one-hour special<\/a>, asked Canadians about their experiences \u2014 both positive and negative \u2014 with customer service in national retail chain stores, including: department and big box general merchandise stores; electronic stores; major fashion stores; furniture and furnishing stores; health and beauty\/drug stores; and home improvement stores.<br \/>\nThe poll didn&#8217;t survey people on their attitude towards banks, cable companies, cell phone\/internet service, airlines, utilities, grocery\/food services, restaurants, or automotive dealers\/service.<br \/>\nCanadians&#8217; biggest pet peeves in terms of bad customer service in the store include (figures indicate percentage of times each answer was among respondents&#8217; top three):<\/p>\n<ul>\n<li>Long lineups at checkout (42%).<\/li>\n<li>Difficulty finding salespeople in the store (39%).<\/li>\n<li>Rude\/unfriendly salespeople (33%).<\/li>\n<li>Salespeople who ignore you (24%).<\/li>\n<li>Difficulty finding out how much products cost (23%).<\/li>\n<\/ul>\n<p>Canadians also had some main gripes when it came to their post-purchase customer service experience. Those complaints included having to fight too hard to resolve issues, which was a top-three complaint for 51 per cent of respondents. A return policy that was limited to in-store credits \u2014 no cash refund \u2014 was a top-three complaint for 49 per cent of respondents, while a return policy with hidden limitations was cited by 47 per cent in their top three.<br \/>\nAsked to rank their top three most-important elements of in-store customer service, 54 per cent said clearly priced products, while 48 per cent said having advertised products in stock. Almost half \u2014 48 per cent \u2014 said fast service at checkout lines was among their top three.<br \/>\nThe results are based on an online survey conducted by Leger Marketing between July 19 and July 24, 2011. A total of 1,025 Canadians answered the survey.<br \/>\nView original CBC Marketplace link here:\u00a0 <a href=\"http:\/\/www.cbc.ca\/news\/canada\/story\/2012\/01\/05\/customer-service-pet-peeves-marketplace.html?cmp=rss%20%20\">http:\/\/www.cbc.ca\/news\/canada\/story\/2012\/01\/05\/customer-service-pet-peeves-marketplace.html?cmp=rss\u00a0 <\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Long checkout lines, difficult-to-find salespeople, and unfriendly customer service rank among Canadians&#8217; biggest pet peeves when it comes to retail service, according to a poll done for CBC Marketplace. The show, which begins its new season on Jan. 6 with a one-hour special, asked Canadians about their experiences \u2014 both positive and negative \u2014 with [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[536,535,533,534],"tags":[],"class_list":["post-24","post","type-post","status-publish","format-standard","hentry","category-customer-service","category-esl-cultural-communications","category-interpersonal-communications","category-professional-communications"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack-related-posts":[],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/posts\/24","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/comments?post=24"}],"version-history":[{"count":1,"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/posts\/24\/revisions"}],"predecessor-version":[{"id":634,"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/posts\/24\/revisions\/634"}],"wp:attachment":[{"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/media?parent=24"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/categories?post=24"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/tags?post=24"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}