Marchex Research Finds Politeness Pays, Drives Better Deals and Outcomes for Consumers and Businesses
Being nice to your customer service agent could just get you the deal or discount you’re looking for
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
About
About the
Please visit www.marchex.com, www.marchex.com/blog
or @marchex on
Twitter (Twitter.com/
View source version on businesswire.com: http://www.businesswire.com/news/home/20170607005288/en/
Source:
Marchex, Inc.
Investor Relations
Trevor Caldwell, 206-331-3600
ir@marchex.com
or
Media
Inquiries:
March Communications
617-960-8896
Marchex@marchcomms.com