Comments on: Customer Service in Different Countries

By: Fritz

Fritz — Wed, 23 Jun 2010 15:46:31 +0000

This is a very interesting report. Working in an environment where positive customer sat is rewarded, I am shocked to see people believing that it would suggest a 25% or less importance on vendor selection.

Does you report question as to why the complacent attitude? Does the lower rated areas believe that bad customer service is less important then say pricing?

I would like to understand more of the interrogation of this info.

By: Brian Sprague

Brian Sprague — Thu, 02 Apr 2009 05:05:13 +0000

Tim,

Sorry for the delay in responding. Please email me your email address and I will send you more information about the Accenture research and findings.

Sincerely,

Charlie Hartley
Accenture
charles.hartley@accenture.com

By: Tim

Tim — Mon, 16 Mar 2009 15:05:47 +0000

I have been conducting customer surveys for the U.S. Canada and Mexico. We are now helping our international group create a survey program and I’m very interested in the details of the study. Do you have any contact information that I could use to try and gt a copy of the report?

By: Colin Shaw

Colin Shaw — Sun, 08 Mar 2009 21:42:06 +0000

I live in England but travel throughout the globe. What I know from dealing with many multinational companies is culture and expectations play a big part. In the Asia, service is part of the social culture of many of the countries. In Europe it is not. So the issue for me is it is all relevant dependent on where you live and the market conditions.

By: Service Untitled

Service Untitled — Sat, 07 Mar 2009 20:43:49 +0000

Sara, I think that is a good observation and a great point.

Brian, thanks for your comment and addition.

By: Brian Sprague

Brian Sprague — Fri, 06 Mar 2009 20:36:37 +0000

There is a difference between regions and countries regarding business to business customer service. North American and Latin American customers are the most likely to reward–with more of their business–companies that provide distinguished and superior customer support compared with European and Asian customers. One consistency around the world, however, is the recognition by customers and providers that delivering a superior experience to a customer helps retain that customer.

By: sara

sara — Fri, 06 Mar 2009 00:28:54 +0000

I deal with both Canadian and American (USA;))clients, and it seems that when an issue arises that is beyond our control, the canadians are far more patient and understanding than the USA Americans are. They seems to be more willing to work with us or wait for a resolution, while the USA Americans usually want a final answer and a fix right away – when there’s not always one available.

I think this is very seperate from the two reasons you provide, and the more laid-back cultures are probably lower on the list than those with more “Rigid” cultures.