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Customer service better in Britain than in Asia
Customer service better in Britain than in Asia
| Published: | 6 Mar at 6 PM |
British expats think the standard of customer service in the United Arab Emirates is worse than in the UK, while expats from less developed countries are more satisfied, revealed a customer service survey.
Roughly 86 per cent of survey respondents from the UK said customer service in the UAE is poorer than in their own country, according to the survey carried out by Capita, a UK-based professional services firm which recently opened in Dubai, reported Gulf News.
However, 81 per cent of respondents from Pakistan, 64.6 per cent of Indians and 47.3 per cent of those from the Philippines said the UAE’s customer service was better than in their own countries, revealed the research which focused on utilities, the financial sector and government services.
Most comments on poor customer service were aimed at telecommunications companies and banks. Complaints included language barrier issues; inadequate staff training, knowledge or experience; lengthy phone waiting times; and the standard of customer service varying depending on the customer’s perceived ‘status’.
The survey also discovered that 90 per cent of those questioned would prefer to do their business by either email, telephone or online instead of visit a service centre. The biggest complaints about customer service on the telephone was being able to resolve issues on the first call, as well as the staff’s attitude and knowledge.
Roughly 86 per cent of survey respondents from the UK said customer service in the UAE is poorer than in their own country, according to the survey carried out by Capita, a UK-based professional services firm which recently opened in Dubai, reported Gulf News.
However, 81 per cent of respondents from Pakistan, 64.6 per cent of Indians and 47.3 per cent of those from the Philippines said the UAE’s customer service was better than in their own countries, revealed the research which focused on utilities, the financial sector and government services.
Most comments on poor customer service were aimed at telecommunications companies and banks. Complaints included language barrier issues; inadequate staff training, knowledge or experience; lengthy phone waiting times; and the standard of customer service varying depending on the customer’s perceived ‘status’.
The survey also discovered that 90 per cent of those questioned would prefer to do their business by either email, telephone or online instead of visit a service centre. The biggest complaints about customer service on the telephone was being able to resolve issues on the first call, as well as the staff’s attitude and knowledge.
