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Small businesses frustrated as suppliers still blame poor customer service on pandemic

A brand new examine of small enterprise house owners has revealed that poor customer service from suppliers is hampering their means to focus on rising prices and inflation.

The analysis, undertaken by connectivity supplier TalkTalk Business, exhibits that two thirds of SMEs say they work with a provider that has blamed poor customer service on the pandemic, regardless of nearly six months passing for the reason that final set of Covid-19 restrictions.

It comes as eight in 10 small businesses fear they’re dealing with a ‘cost-of-working crisis’, the place the price of doing enterprise threatens the viability of the enterprise itself.

SME house owners say that a greater commonplace of customer service from suppliers will allow them to focus on overcoming the monetary challenges posed within the present local weather. On common SMEs are spending 16 hours a month on the cellphone to provider customer service groups, which nearly two thirds say diverts consideration away from their core enterprise.

Being on maintain, being handed between clients service brokers and never having points handled in a single name are the commonest customer service points SMEs face.

Just 4 in 10 impartial enterprises say that the customer service they obtain has improved for the reason that pandemic, whereas 64 per cent say poor customer service from their suppliers impacts their backside line.

Small enterprise house owners say enhancements in customer service would allow them to focus on tackling the cost-of-working disaster. The mostly cited examples of standout help are:

  • Having points handled effectively
  • Speaking to a human customer service consultant reasonably than an automatic system
  • Speaking to the identical agent all through
  • Receiving pleasant service
  • Speaking to an agent who understands their enterprise

TalkTalk Business customer Yifat Castle, Owner of Artisan Gelato and Sorbet Company, Mooka in East Hampshire, mentioned: “As a business that sells a luxury product, we’re apprehensive of what’s to come in the next few months despite a strong start to the year. Our factory is energy intensive, so we know that unfortunately we’re going to be paying higher bills.”

“Good customer service from my suppliers is imperative, so it’s reassuring to know I have it with TalkTalk Business. Speaking to a human to resolve issues quickly is the absolute priority, as it allows me to focus on the things that matter for my customers.”

The analysis exhibits that power, telecoms, and water are the areas the place firms are most usually failing their small enterprise clients.

TalkTalk Business and The Growth Company, an award successful social enterprise that goals to facilitate progress within the small enterprise sector, have partnered to supply recommendation to small businesses on how they’ll safe higher customer service from their provider.

Jonathan Kini, Managing Director, Direct Consumer and B2B, mentioned “The past two years have been incredibly challenging for small businesses, who are the beating heart of our economy. We’re proud to partner with The Growth Company to provide advice to small businesses on how they can secure the best customer support to enable them to focus on the issues that matter.”

“TalkTalk Business strives to offer its small business customers the best value packages on the market, combining fast, reliable connectivity with industry-leading customer service.”

Richard Jeffery, National Director of The Growth Company, mentioned “In these challenging times, it is critical business leaders are able to devote their full time and attention to the core issues surrounding their organisation. This report shows the impact of poor customer service, and the amount of time SMEs spend dealing with it, time which would be better spent focused on their business.”

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