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Indians using more of social media for customer service

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NewsGram Staff Writer

New Delhi: A report of the American Express Customer Service Barometer revealed that Indians are far ahead of their Asian counterparts in the use of social media to get customer service response from companies.

“71 per cent Indians have used social media at least once in the past one year for customer service, more than twice that of Japan (29 per cent) and ahead of Hong Kong (50 per cent),” the survey report said.

The survey, conducted online among a sample of Indian consumers aged 18 years and above, also indicated that an overwhelming majority of 89 per cent said that they were willing to spend more with a company that provided good customer service.

On average, they are willing to spend as much as 22 per cent more with a company that gives superior consumer service.

Over 78 per cent said they spent more with a company because of a history of positive customer service experiences.

The level of customer service was the third most important factor to choose a company. 25 per cent said it was the most important reason.

Indians use various communication channels to talk about customer service experiences-face-to-face (53 per cent, all the time), social networking sites (83 per cent always or sometimes) and online chat or instant messaging (80 per cent always or sometimes).

Another reason for the popularity of social media is the speed with which a company resolves issues posted on such platforms, the survey said.

For simple issues, Indian consumers preferred going online (17 per cent), via a company website or email.

For more complex inquiries, such as returning a product or getting assistance, consumers (22 per cent) preferred speaking with a person on the phone.

The top five reasons for which Indian consumers use social media on customer service were:

– Sharing information about service experience – 56 per cent
– Asking others about how to get better service – 50 per cent
– Praising a company for service experience – 47 per cent
– Seeking actual response from a company about an issue – 47 per cent
– Seeking recommendations from others about good service providers – 45 per cent.

(With inputs from IANS)

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Gap Apologised For Wrong China Map on its T-Shirt

Several other companies had issued similar apologies earlier this year after information on their websites appeared to conflict with China's territorial claims.

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US clothing brand Gap has apologised for selling T-shirts which it said showed an
Gap apologises for wrong Chinese map on its T-Shirts. Pixabay

US clothing brand Gap has apologised for selling T-shirts which it said showed an “incorrect map” of China.

The apology came after one person posted pictures of the T-shirt on Chinese social media network Weibo saying that Chinese-claimed territories, including “Southern Tibet” — a huge swathe of territory it claims in the northeast Indian state of Arunachal Pradesh, the island of Taiwan and the South China Sea were not shown on it, the BBC reported.

The post on Monday, which said that the T-shirt was being sold in Canada, drew the ire of Chinese netizens. In a statement, Gap said it “sincerely apologised for this unintentional error” and had pulled the T-shirts from the Chinese market and destroyed them.

“Gap Inc. respects China’s sovereignty and territorial integrity. We’ve learned that a Gap brand T-shirt sold in some overseas markets failed to reflect the correct map of China in the design,” the company said.

The company didn’t say whether the product would be withdrawn from sale in other markets.

US clothing brand Gap has apologised for selling T-shirts which it said showed an "incorrect map" of China.
Accurate Map of China, Pixabay

Several other companies had issued similar apologies earlier this year after information on their websites appeared to conflict with China’s territorial claims.

In January, Marriott International apologised to China after sending a letter to rewards club members that listed Tibet, Hong Kong, Macau and Taiwan as options on a question asking customers their countries of residence.

Fashion brand Zara and Delta Air Lines drew Beijing’s ire and apologised for listing Taiwan and/or Tibet as countries on drop-down menus on their websites.

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In 2017, German carmaker Audi was in hot water for omitting Taiwan and parts of western China on a map used at their annual meeting, while Mercedes-Benz apologised in February for quoting the Dalai Lama, the exiled spiritual leader of Tibet, on Instagram.

The White House had earlier described China’s claims as “Orwellian nonsense” and sharply criticised Beijing for trying to impose its “political correctness on American companies and their citizens”. (IANS)

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