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Few can beat Indian consumers when it comes to tolerance. According to the American Express Global Customer Service Barometer 2014, 66 per cent Indians are willing to give companies a second or more chances when faced with a poor experience. However, Indian customers are also the most reactive with 71 per cent having dropped an intended purchase due to poor customer service.
Interestingly, Indians also have the highest patience quotient when dealing with customer service professionals with their willingness to wait on hold on telephone for 18 minutes and wait in-person for 20 minutes. The report also says Indians are the most digital savvy consumers when it comes to using social media for customer service experience. In fact, 71 per cent confirmed to having used social media to get a customer service response in the past year as compared to 54 per cent in 2012.
