Picking up the telephone and dialling one of Canada's top companies can sometimes lead to a frustrating experience.
"I logged about nine hours over four days and [my issue] was eventually corrected on the last day with a two-hour phone call to the fifth agent who was determined to help me," said one CBCNews.ca reader, who wrote in to discuss the state of customer service in Canada.
It seems so many Canadians have had the same experience on the phone.
"We get lots of complaints," said Bruce Cran, the president of the Consumers' Association of Canada. "People dislike the push-button system that means when you get on, you're on for 10 minutes, then you're back where you start from."
CBC News decided to look into the level of customer service provided by 40 of Canada's top companies. In our survey, Sears Canada came out on top. Eleven other companies scored 80 per cent or better in our ratings. These companies were quick to answer their calls, and we found their interactive voice response systems easy to navigate. The results may go against the conventional thinking that a telephone-based customer service experience is usually a bad experience.
Got your own story about customer service, from either side of the phone line — good or bad? We want to know about it as well as your thoughts on our survey results.
More...
"I logged about nine hours over four days and [my issue] was eventually corrected on the last day with a two-hour phone call to the fifth agent who was determined to help me," said one CBCNews.ca reader, who wrote in to discuss the state of customer service in Canada.
It seems so many Canadians have had the same experience on the phone.
"We get lots of complaints," said Bruce Cran, the president of the Consumers' Association of Canada. "People dislike the push-button system that means when you get on, you're on for 10 minutes, then you're back where you start from."
CBC News decided to look into the level of customer service provided by 40 of Canada's top companies. In our survey, Sears Canada came out on top. Eleven other companies scored 80 per cent or better in our ratings. These companies were quick to answer their calls, and we found their interactive voice response systems easy to navigate. The results may go against the conventional thinking that a telephone-based customer service experience is usually a bad experience.
Got your own story about customer service, from either side of the phone line — good or bad? We want to know about it as well as your thoughts on our survey results.
More...