Being nice to your customer service agent could just get you the deal
or discount you’re looking for
SEATTLE--(BUSINESS WIRE)--Jun. 7, 2017--
In today’s instant gratification culture, manners, courtesy and
etiquette are often left behind. Yet, according to a new report released
today by the Marchex Institute, of Marchex,
(NASDAQ: MCHX) titled “Politeness
Pays,” politeness – or lack thereof – can have a significant impact
on purchase decisions and sales results.
With rudeness on the rise, a lack of social etiquette could be costly.
In fact, businesses and consumers alike can benefit financially by
simply using words like “please” and “thank you” when on the phone. Key
findings from the report include:
As a consumer, you increase your chances of getting a deal or discount
by almost 50% just by being nice to the agent.
Callers are far more polite to agents than the reverse. While 79% of
callers are polite, only 57% of agents show the same courtesy.
When agents were polite to callers, the average call was more than
three minutes longer versus when they used rude or disparaging terms,
providing more time for agents to try to sell and close a sale.
One Marchex client quantified that sales conversion rates could
increase by more than 35% per year if all their agents were polite on
calls, resulting in an increase of nearly $400,000 in monthly revenue,
or almost $5 million per year.
“While being polite to customers may seem like common sense for service
representatives, the data shows that agents aren’t actually showing this
courtesy in many cases, and ultimately it’s impacting the bottom lines
of the businesses they represent,” said Guy Weismantel, Executive Vice
President, Marketing, at Marchex. “This further reinforces the
importance of properly training customer service teams. And for
consumers, it’s a good reminder that in the heat of a frustrating
customer service moment, remaining calm is your best bet. Being polite
isn’t just about having good manners and more pleasant conversations –
it’s also a strategy that, when put into action, can correlate into more
lucrative deals for brands and their customers alike.”
The Marchex Institute used Marchex
Speech Analytics technology to study over one million anonymized
calls. These calls were placed by consumers to businesses over a
one-month period. Industries analyzed included automotive, cable and
satellite, telecom, home services, hospitality services, moving
services, and insurance.
is a mobile advertising analytics company that connects online behavior
to real-world, offline actions. By linking critical touchpoints in the
customer journey, Marchex’s products enable a 360-degree view of
marketing effectiveness. Brands and agencies utilize Marchex’s products
to transform business performance.
About the Marchex Institute
The Marchex Institute is a team of data scientists and analysts that
deliver customized reports and insights for clients of our products and
solutions. These findings inform business decisions and measurably boost
campaign and media spend returns. The Institute’s analyses have been
featured in The Wall Street Journal, USA Today, Forbes, and other
national media outlets.
Please visit www.marchex.com, www.marchex.com/blog
or @marchex on
Twitter (Twitter.com/Marchex), where Marchex discloses material
information from time to time about the company, its financial
information, and its business.
View source version on businesswire.com: http://www.businesswire.com/news/home/20170607005288/en/
Trevor Caldwell, 206-331-3600