Customer Service? No Thanks

Ann-Marie Vazzano

Nearly one-third of Americans would prefer to clean a toilet than have a customer service interaction and 25% would rather change a soiled diaper, according to a study from Aspect Software and the Center for Generational Kinetics. Leading the pack when it comes to customer service disenchantment? Millennials. More than three-quarters (77%) of Millennials think there should be numerous types of customer service communication options, with 40% preferring solely online customer service.

“This aligns with the generational trend that Millennials prefer when traditional interactions are offered via a screen rather than in person or on the phone—from banking to shopping to dating,” the report says. More than one-third (36%) of Millennials would contact a company more often if they could do so via text message. GP