Let’s say Chris is in the market for a waterproof watch.
He finds a Gucci watch on a department store’s website and calls the customer service number to make sure the item can survive his upcoming diving trip. The agent says yes. Chris orders the watch.
Here’s where it gets interesting.
Chris called the store once. StellaService called the store four times. And, we’re not sure if that watch is waterproof or not.
In fact, StellaService learned that the information given by customer service agents from the same retailer can be wildly inconsistent.
In a two-week study involving 384 interactions, StellaService tested the consistency of answers to customer service questions about the same products.
We picked two products for four brands — Estée Lauder, Gucci, Lacoste and Lancôme. In calls to the retailer’s main customer service number, we asked the same question about that product four times to six separate department stores …