Warning: Bad service could harm your customers' health

The mighty Bill Shankly, former manager of Liverpool FC, once uttered the immortal line: "Some people believe football is a matter of life and death. I'm very disappointed with that attitude. I can assure you it is much, much more important than that."

The European Championships are over for another four years and the footballing calendar is looking sadly barren (at least until the start of the Premiership in August).

However, whilst football alone occupies a spot as something above even 'life and death', there are other fields that tread the fine line between mortality and the great beyond. And, somewhat implausibly, customer service can now count itself within this group. At least, according to a new study.

A report from first direct suggests that consumers now suffer more stress and related health problems from the cumulative effects of bad customer service than from other common stresses such as work, family, debt or technology.

A massive 87% of respondents say they often feel stress when faced with poor customer service, according to ‘From retail therapy to stress therapy’, a report examining customer service stress by stress expert, Dr Roger Henderson.

The result is potentially serious physical and psychological symptoms – such as high blood pressure, palpitations, headaches, nausea, mood swings and anxiety – with a consequent impact on our relationships with friends and family.

The survey identified that customers are suffering from 'time-sapping'. This is when ineffective companies force them to spend valuable time dealing with mundane service issues, causing feelings of powerlessness and lack of control.

One in ten consumers (10%) suffer sleepless nights, a similar number (9%) ends up in tears, 6% resort to physical aggression, and one in 20 (4%) experiences chest pains as a result of poor customer service. Four fifths (81%) experience frustration and half (50%) anger.

“Paradoxically, ‘retail therapy’ is so-called due to its potential to promote wellbeing, with the average shopper seeking relief from everyday pressures while enjoying the purchase of new goods or services," says Dr Henderson. "But appalling service experiences are adding to stress levels and making the nation ill.”

Bad customer service has always been viewed as an own goal - but who could have imagined it was a health hazard??