Contact Centre Featured Article

October 15, 2012

Foreign Students Find the UK's Rude Customer Service and Call Center Service a Barrier


The UK has a reputation for customer service, and it’s not a good reputation, unfortunately. In fact, aside from causing problems for native Britons, it’s also turning off foreign students, apparently.

While hundreds of thousands of foreign students flock to the UK each year to avail themselves of the nation’s high quality education institutions, a majority of them say they are put off by the UK’s bad customer service and call center service. It turns out that foreign students find it so hard to deal with snooty shop assistants and surly call center staff that more than 60 percent of these students rate it as the most daunting aspect of studying overseas.

This startling information was uncovered by a survey by Only Student Concierge.

The students surveyed said bad customer service made studying in the UK much harder than they had expected. Fully 81 percent of the respondents said they have experienced bad customer service while studying in the UK. About one-third of respondents said they had been treated badly by a call center agent during their stay.

Why do foreign students interact so heavily with customer service personnel? According to Only Student Concierge’s Elspeth Brown, writing for Huffington Post (News - Alert) UK, those working in the service industries are often the first point of contact for these new arrivals to Britain, and therefore often shape their opinion of the UK.

Brown says it shouldn’t necessarily be a surprise that Britain offers lousy customer service. It’s just not in the culture, she says.

“While these statistics are depressing, it's hardly surprising to hear that many of the UK's 500,000 international students are struggling to cope with Britain's poor customer service. If you look at America's 'Have a nice day' culture, or the courtesy and politeness engrained in nations such as Malaysia and Singapore, it's easy to see why international students may find customer service in the UK somewhat lacking.”

It’s also easy to see that UK-based call center agents could use some remedial training in not being miserable to customers.




Edited by Brooke Neuman


Related Contact Center Solutions Articles

    CorvisaCloud: Listen to your Customers, Address Needs

    A CorvisaCloud second annual customer service survey reported an improvement in customer service since 2013; while that is indeed good news, the bad news is that even though businesses profess that 'the customer is king', they don't seem to be doing enough to really wow them. [ Read More ]
    10/01/2014

    Sound Telecom Points out the Benefits of Multilingual Answering Service

    One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
    09/29/2014

    Contact Center Solutions Week in Review: Capgemini on Shopper Journeys and Role of Social Media

    A good way to characterize this week in the Contact Center Solutions Community is that there was a lot of sage advice to be gleaned. We also saw a projection as to how significant the cloud would be on contact center transformations and the fact that even Apple had its contact center a bit over-whelmed thanks to demand for the new iPhone 6s. [ Read More ]
    09/27/2014

    Contact Solutions Presents My:Time Customer Service Portal

    Customers are not only demanding from their businesses that their brands offer multi-channel customer support experiences, they are also demanding that those experiences be fluid, and any deviation, anything the breaks up that user experience into unwanted pieces, can tarnish brands in their customers' minds. [ Read More ]
    09/26/2014

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured eBook

    All Things Customer Interaction Solutions eBOOK
    It has been said that customer interaction centers are the front door to any organization's value chain. This is an accurate description of the transformations taking place in contact centers as a result of enhancements in multichannel communications, speech analytics, IVR capabilities, integrations with unified communications capabilities (UC) and other collaboration tools and applications, and the move to the cloud...

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier-free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert